BrightOrder Inc., a company powering the fleets that keep the world moving, is seeking a Customer Success - Retention & Expansion specialist. This is a high-energy, commercially minded role focused on protecting revenue, strengthening relationships, and turning risk into opportunity. You will own renewals, handle cancellation calls, proactively reach out to at-risk customers, and ensure measurable value is delivered, making retention and customer growth mission-critical.
What You'll Do
- Manage renewals from 90 days pre-expiry to signature.
- Lead renewal conversations with confidence and clarity.
- Execute save strategies for at-risk accounts.
- Reduce churn through proactive engagement.
- Conduct regular outbound health-check and renewal calls.
- Handle inbound support and cancellation calls professionally.
- Identify upsell and expansion opportunities.
- Build trusted relationships across customer accounts.
- Take ownership of issues end-to-end (no open loops).
- Collaborate with Product, QA, and Development teams via HubSpot and Jira.
- Monitor customer health scores and KPIs.
- Identify churn signals early.
- Use AI tools to improve communication, reporting, and efficiency.
What We're Looking For
- High-energy and commercially minded.
- Thrives in conversations that matter.
- Stays calm under pressure.
- Does not avoid difficult conversations.
- Sees churn as a challenge to solve.
Technical Stack
- HubSpot
- Jira
- ChatGPT
- HubSpot AI
- Copilot
- Fin.AI
Team & Environment
You will collaborate with Product, QA, and Development teams.
Work Mode
This is a remote position open to candidates globally.
BrightOrder Inc. is an equal opportunity employer.
