About the job
About Us
At BrightOrder, we empower the fleets that keep the world in motion. Our EMDECS platform, along with our innovative hardware solutions, enables operators to achieve smarter, safer, and more profitable operations. As we continue to grow, customer retention and expansion remain at the forefront of our mission.
This role transcends traditional account management; it focuses on safeguarding revenue, enhancing customer relationships, and transforming potential risks into opportunities.
Your Role
We are seeking a dynamic and commercially astute Customer Success & Retention Specialist who excels in meaningful conversations. You will take charge of renewals, manage cancellation inquiries, proactively engage with at-risk customers, and guarantee that we provide tangible value.
If you thrive under pressure, embrace challenging discussions, and view customer churn as a puzzle to solve, this position is ideal for you.
Your Responsibilities
Manage Retention & Renewals
- Oversee renewals starting 90 days prior to expiration until completion.
- Lead renewal dialogues with confidence and transparency.
- Implement strategies to save at-risk accounts.
- Minimize churn through proactive customer engagement.
Proactive Customer Outreach
- Conduct regular health-check and renewal outreach calls.
- Professionally manage incoming support and cancellation inquiries.
- Identify opportunities for upselling and account expansion.
Champion Customer Advocacy
- Cultivate trusted relationships with customers.
- Take full ownership of issues, ensuring there are no unresolved matters.
- Collaborate with Product, QA, and Development teams using HubSpot and Jira.
Data Monitoring & Action
- Track customer health scores and key performance indicators.
- Detect signs of potential churn early.
- Utilize AI tools (ChatGPT, HubSpot AI, Copilot, Fin. AI) to enhance communication, reporting, and operational efficiency.
