Customer Retention Specialist – Remote Full‑Time Role Focused on Client Success, Revenue Growth, and Relationship Management

About brighthush

brighthush is the nation’s largest educational consulting and test‑preparation organization, dedicated to helping working adults earn college degrees faster, more affordably, and with less stress. By championing the credit‑by‑examination pathway, brighthush empowers students—especially those pursuing nursing careers—to bypass traditional coursework and achieve their academic goals through a single, high‑stakes exam. Our mission is built on the belief that every learner deserves a clear, accelerated route to success, and that our employees are the engine that drives this transformation.

At brighthush, we have embraced a 100 % remote work model, allowing our team members to enjoy true work‑life balance while contributing to a purpose‑driven organization. Diversity, inclusion, and equal opportunity are not just buzzwords; they are the foundation of our culture. We celebrate every voice, encourage continuous learning, and reward performance with competitive pay, commission structures, and a supportive environment that nurtures professional growth.

Why This Role Matters

As a Customer Retention Specialist on the Customer Success Team, you will be the frontline guardian of our client relationships. Your ability to turn a “yes” into a lasting partnership will directly impact student satisfaction, program completion rates, and the overall financial health of brighthush. This is a highly competitive, single‑slot position—only the most qualified and motivated candidate will secure the role.

Key Responsibilities

• Outbound Retention Outreach: Initiate high‑volume, professional phone calls to at‑risk customers, presenting tailored solutions that encourage continued enrollment.
• Issue Resolution: Use probing questions to uncover the root causes of dissatisfaction, then apply approved response scripts and problem‑solving techniques to resolve concerns.
• Objection Handling & Negotiation: Skillfully address objections, negotiate payment plans, and secure commitments that meet both customer needs and brighthush revenue targets.
• Product Knowledge & Upselling: Research and recommend brighthush’s suite of educational products and offers that best align with each customer’s goals.
• Loyalty Building: Maintain a friendly, professional tone that strengthens trust and encourages long‑term loyalty.
• Performance Metrics: Meet or exceed retention save rates, productivity goals, and schedule adherence (shifts, breaks, lunches).
• Data Management: Accurately update electronic records for each interaction, ensuring data integrity for reporting and analysis.
• Administrative Support: Assist with departmental projects, documentation, and any ad‑hoc tasks that contribute to team efficiency.

Essential Qualifications

• Proven experience in sales, retention, collections, or a call‑center environment with a track record of meeting or surpassing targets.
• Exceptional verbal and written communication skills in English, coupled with superior phone etiquette.
• Demonstrated ability to remain calm, empathetic, and solution‑focused when handling difficult or irate customers.
• Strong critical‑thinking, problem‑solving, and decision‑making capabilities.
• Comfortable working with Google Suite (Docs, Sheets, Slides, Gmail) and other cloud‑based tools.
• High level of data‑entry accuracy and basic math proficiency.
• Self‑motivated, goal‑oriented, and eager to earn a base hourly rate plus commission.
• Availability to work flexible schedules Monday‑Friday, 12:00 PM – 8:00 PM EST (or similar weekday windows).

Preferred Qualifications & Nice‑to‑Have Skills

• Experience in the education or test‑preparation industry, particularly with credit‑by‑examination programs.
• Background in nursing or healthcare education, providing deeper empathy for our primary student demographic.
• Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and call‑center software.
• Certification in conflict resolution, negotiation, or customer success management.
• Multilingual abilities that enable communication with a broader, diverse client base.

Core Competencies for Success

• Active Listening: Capture subtle cues and underlying concerns to tailor retention strategies.
• Negotiation Acumen: Balance empathy with firm resolution tactics to achieve win‑win outcomes.
• Time Management: Prioritize calls, follow‑ups, and administrative duties while adhering to schedule commitments.
• Adaptability: Thrive in a fast‑changing remote environment, quickly learning new product updates and policy changes.
• Team Collaboration: Share insights with peers and supervisors to continuously improve scripts and processes.

Compensation, Perks, & Benefits

Base Pay: $7.00 per hour.

Commission Structure: Performance‑based commissions that reward successful retention and upsell achievements.

Remote‑First Flexibility: Work from anywhere outside the United States, with a schedule that fits your personal life.

Professional Development: Access to brighthush’s internal training library, webinars, and tuition‑reimbursement programs for continued education.

Health & Wellness: Virtual wellness initiatives, mental‑health resources, and optional health‑insurance stipends.

Recognition Programs: Monthly and quarterly awards for top performers, including gift cards, extra paid time off, and public acknowledgment.

Career Growth & Learning Opportunities

brighthush believes that career advancement should be a natural progression of demonstrated skill and ambition. As a Customer Retention Specialist, you will have clear pathways to move into senior retention leadership, customer success management, or even product‑specialist roles. Our mentorship program pairs you with seasoned professionals who can guide you through strategic thinking, advanced negotiation techniques, and data‑driven decision making.

In addition, you will gain deep exposure to the education technology sector, learning how innovative credit‑by‑examination solutions reshape higher‑education access. This knowledge positions you for future roles in instructional design, program development, or strategic partnerships within the broader ed‑tech ecosystem.

Work Environment & Culture at brighthush

Our remote‑first philosophy is built on trust, accountability, and open communication. Every team member participates in weekly virtual huddles, monthly “culture days,” and quarterly all‑hands meetings where leadership shares company milestones and celebrates individual achievements. We prioritize:

• Inclusivity: Employee resource groups, cultural celebrations, and a zero‑tolerance policy for discrimination.
• Collaboration: Cloud‑based workspaces, shared knowledge bases, and cross‑functional project teams.
• Work‑Life Harmony: Flexible scheduling, generous paid time off, and a results‑oriented performance model.

How to Apply

If you are a driven, empathetic communicator who thrives on turning challenges into opportunities, we want to hear from you. Submit your resume and a brief cover letter outlining your most successful retention experience, and tell us why you are the perfect fit for brighthush’s mission‑driven team.

Take the next step toward a rewarding career where your talent directly impacts the lives of students nationwide. Apply today and become a pivotal part of brighthush’s journey to reshape education.