Seasoned Senior Customer Retention Specialist – Driving Student Loyalty, Engagement, and Success Across the Global EdTech Landscape at brighthush

About brighthush

brighthush is a trailblazer in the EdTech arena, redefining how learners worldwide acquire the skills that shape tomorrow’s workforce. Since launching in 2019, we have cultivated a vibrant, multicultural community of over 25,000 active learners, delivering immersive bootcamps that blend real‑world projects with industry‑validated curricula. Our commitment to measurable impact is reflected in a nearly 80 % employability rate within 45–60 days of graduation, a milestone that has earned us recognition as the most influential technology bootcamp in the region for both 2023 and 2024.

At brighthush, we believe that every student deserves a personalized journey that adapts to their challenges and celebrates their victories. This philosophy fuels our relentless focus on retention, ensuring that learners not only enroll but thrive, complete, and graduate with the confidence to launch their careers. We are looking for a passionate, results‑driven professional to join our Customer Retention team and help shape the future of education—one student at a time.

Your Role

As a Senior Customer Retention Specialist at brighthush, you will be the guardian of our students’ success. You will engage with learners who are considering cancellation or refund, turning potential churn into renewed commitment. Your consultative sales skills, emotional intelligence, and proactive mindset will help students navigate obstacles, uncover hidden value, and ultimately stay on track to achieve their career goals.

Key Responsibilities

• End‑to‑End Retention Management – Lead conversations from initial concern to resolution, applying consultative selling techniques to understand each student’s unique situation and craft the most suitable solution.
• Objection Handling & Negotiation – Tackle difficult, sensitive, or escalated discussions with empathy, maintaining a solutions‑oriented stance that preserves the student’s trust and loyalty.
• Value‑Add Identification – Spot opportunities to enhance the learning experience, propose strategic alternatives, and showcase the long‑term benefits of continued enrollment.
• Proactive Risk Outreach – Monitor engagement metrics, identify at‑risk students, and initiate timely outreach to prevent drop‑off and encourage persistence.
• Consistent KPI Achievement – Meet or exceed individual retention targets and key performance indicators, contributing to the overall health of the student cohort.
• CRM Excellence – Record every interaction, agreement, and outcome accurately and promptly in our CRM system, ensuring data integrity for analytics and future outreach.
• Process Improvement – Provide actionable feedback and innovative ideas to refine retention workflows and elevate the student experience.
• Cross‑Functional Collaboration – Work closely with Admissions, Marketing, Product, and Support teams to align strategies and deliver cohesive solutions for students.
• Continuous Learning – Participate in training sessions, apply constructive feedback, and refine your sales, negotiation, and retention skill set.

Essential Qualifications

• Proven Sales Experience – Minimum of 2 years closing consultative B2C/B2B2C deals, preferably within the financial or educational sectors.
• Retention Expertise – Demonstrated success in reducing churn and fostering long‑term engagement.
• Language Proficiency – Advanced Spanish (C2) and basic to intermediate English.
• Persuasion & Negotiation – Strong ability to influence decisions and turn objections into opportunities.
• Organizational Excellence – Highly organized, proactive, and comfortable navigating CRM systems.
• Industry Insight – General knowledge of the EdTech landscape and its evolving trends.
• Customer‑Centric Experience – Background in help desk, call center, or related customer service roles.

Preferred Qualifications

• Experience working in a fast‑paced, high‑growth startup environment.
• Familiarity with SaaS platforms such as brighthush, brighthush, or similar.
• Track record of exceeding retention KPIs in previous roles.
• Multilingual capabilities beyond Spanish and English.
• Experience with data‑driven decision making and analytics tools.

Skills & Competencies

• Exceptional communication and active listening skills.
• High emotional intelligence and resilience under pressure.
• Strategic thinking and problem‑solving aptitude.
• Strong analytical mindset to interpret engagement data.
• Team player with a collaborative spirit.
• Adaptability to evolving student needs and market dynamics.

Career Growth & Learning

At brighthush, your professional journey is as dynamic as the industry we serve. You will have access to:

• Mentorship from senior leaders who champion continuous improvement.
• Regular training workshops on advanced sales techniques, negotiation tactics, and EdTech product knowledge.
• Opportunities to lead cross‑functional projects that shape the student experience.
• Clear advancement pathways to roles such as Senior Retention Manager, Head of Student Success, or Product Evangelist.
• Participation in international conferences, webinars, and industry events.

Work Environment & Culture

brighthush thrives on a culture of inclusivity, innovation, and impact. Our remote‑first model empowers you to work from anywhere while staying connected through:

• brighthush for instant communication and community building.
• brighthush for knowledge sharing and project management.
• brighthush for virtual meetings and student check‑ins.
• brighthush for CRM and marketing automation.
• brighthush for HR and employee experience.

We celebrate diversity and encourage a collaborative atmosphere where every voice is heard. Our team spans the United States, Latin America, and beyond, creating a rich tapestry of perspectives that fuels creativity and drives student success.

Compensation & Benefits

• Competitive base salary of $600 gross per month, with performance‑based bonuses that can elevate your total earnings to approximately $1,500–$1,800 USD per month.
• Fully remote work arrangement with flexible hours to support work‑life balance.
• Digital office setup stipend to equip you with the tools you need for productivity.
• Access to a comprehensive benefits package, including health, dental, and vision coverage (subject to local regulations).
• Paid time off, holidays, and a generous vacation policy.
• Continuous professional development budget for courses, certifications, and conferences.
• Employee referral program and recognition initiatives.

How to Apply

If you are passionate about empowering learners, possess a consultative sales mindset, and thrive in a fast‑moving, student‑centric environment, we would love to hear from you. Submit your updated résumé and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Retention team.

Join brighthush and help shape the future of education—one student at a time.