[Hiring] Customer Success - Retention & Expansion @BrightOrder Inc.

Role Description

This role involves protecting revenue, strengthening relationships, and turning risk into opportunity.

• Own Retention & Renewals
  • 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
• Drive Proactive Outreach
  • Conduct regular outbound health-check and renewal calls
  • Handle inbound support and cancellation calls professionally
  • Identify upsell and expansion opportunities
• Be the Customer Advocate
  • 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
• Track & Act on Data
  • 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

Qualifications

• 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 (French and/or Spanish an asset)
• 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

Requirements

• Retention Impact – You consistently hit renewal and retention targets
• Outreach Discipline – You maintain high proactive call velocity
• Save Performance – You recover cancellation requests and rebuild trust
• Customer Confidence – Customers feel heard and supported
• Operational Excellence – Your processes are clean and measurable

Benefits

• 100% Remote – Work from anywhere in Canada
• Competitive salary: $65,000–$85,000 CAD
• Compensation tied to renewal KPIs
• Growth culture – Mentorship and internal mobility
• Access to cutting-edge AI tools
• Comprehensive company paid health and dental benefits
• Paid vacation & personal days