The Customer Success & Retention Specialist will play a critical role in safeguarding and expanding BrightOrder's recurring revenue stream. In this remote position based in the United Kingdom, you'll focus on renewals, churn reduction, and growth opportunities for our EMDECS platform across international markets.
What You'll Do
- Own renewals from 90 days pre-expiry through to signature
- Lead renewal conversations with confidence and commercial clarity
- Execute save strategies for at-risk accounts
- Reduce churn through structured, 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 (ChatGPT, HubSpot AI, Copilot, Fin.AI) to improve communication, reporting, and efficiency
What We're Looking For
- High-energy and commercially minded
- Thrives in meaningful conversations
- Remains composed under pressure
- Does not shy away from difficult discussions
- Views churn as a challenge to solve
Technical Stack
- HubSpot
- Jira
- ChatGPT
- HubSpot AI
- Copilot
- Fin.AI
Work Mode
Remote position available within the United Kingdom.
At BrightOrder Inc., we are committed to equal employment opportunity regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
