BrightOrder Inc. is hiring a Customer Success - Retention & Expansion specialist to protect revenue, strengthen relationships, and turn risk into opportunity. In this fully remote role, you will own renewals, handle cancellation calls, proactively reach out to at-risk customers, and ensure measurable value is delivered.
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 and 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 with no open loops.
- Collaborate with Product, QA, and Development teams via HubSpot and Jira.
- Monitor customer health scores and KPIs to identify churn signals early.
- Use AI tools (ChatGPT, HubSpot AI, Copilot, Fin.AI) to improve communication, reporting, and efficiency.
What We're Looking For
- 3–5 years in Customer Success, Account Management, or SaaS retention roles.
- Proven experience handling renewal and cancellation conversations.
- Strong commercial instinct and comfort discussing contracts and value.
- High emotional intelligence and resilience under pressure.
- Excellent time management and ability to prioritize in a fast-paced environment.
- Fluency in English.
- Experience with HubSpot, Jira, or similar CRM tools.
- Hands-on use of AI tools for productivity and communication.
- Self-starter attitude in a fully remote environment.
Nice to Have
- French and/or Spanish language skills.
Technical Stack
- HubSpot, Jira, ChatGPT, HubSpot AI, Copilot, Fin.AI
Team & Environment
You will collaborate with Product, QA, and Development teams. We value ownership, accountability, and clarity. We don’t avoid hard conversations—we solve them. We move fast, stay organized, and support each other.
Benefits & Compensation
- Compensation: $65,000–$85,000 CAD
- 100% Remote – Work from anywhere in Canada.
- Growth culture with mentorship and internal mobility.
- Access to cutting-edge AI tools.
- Comprehensive company paid health and dental benefits.
- Paid vacation & personal days.
Work Mode
This position is 100% remote and open to candidates across Canada.
BrightOrder Inc. is an equal opportunity employer.
