Senior Customer Retention Marketing Specialist – Remote, Growth‑Focused Strategist Driving Global SaaS Success & Customer Loyalty at brighthush

About brighthush

brighthush is a global technology partner that has been delivering world‑class software solutions for over 15 years. With a portfolio that spans Fortune 500 giants, cutting‑edge startups, and everything in between, we are recognized for turning complex challenges into elegant, scalable products. Our team of more than 4,000 professionals—many of whom rank in the top 1 % of tech talent worldwide—operates entirely remotely, giving every employee the freedom to work from wherever they thrive.

At brighthush, we believe that the best ideas come from diverse minds working together. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. If you’re passionate about creating lasting value for users and want to shape the future of technology, brighthush is the place to grow, innovate, and make a real difference.

Why This Role Matters

Customer retention is the engine that powers sustainable growth. While acquisition drives headline numbers, it is the loyal, engaged user base that fuels long‑term profitability. As a Senior Customer Retention Marketing Specialist, you will be the architect of strategies that keep our customers satisfied, engaged, and invested in our products. Your work will directly influence renewal rates, upsell opportunities, and brand advocacy—key metrics that define brighthush’s success.

In this role, you will:

• Drive the end‑to‑end lifecycle of our retention programs.
• Translate data insights into actionable marketing tactics.
• Collaborate with cross‑functional teams to align messaging with product value.
• Champion a culture of continuous improvement and customer empathy.

Key Responsibilities

• Design & Execute Retention Campaigns: Craft targeted email and nurture sequences that address customers at risk of churn, encouraging re‑engagement and product adoption.
• Build Automated Journeys: Create and optimize automated communication flows that guide users through critical lifecycle milestones—from onboarding to renewal.
• Collaborate Cross‑Functionally: Partner with Customer Success, Product, and Sales teams to develop messaging that highlights new features, showcases ROI, and reinforces ongoing value.
• Analyze & Report Metrics: Monitor retention KPIs such as renewal rates, engagement scores, churn indicators, and NPS. Translate data into actionable insights.
• Run A/B Tests: Design experiments to test subject lines, copy variations, send times, and segmentation strategies. Use results to refine future campaigns.
• Produce Educational Content: Author how‑to guides, product tips, and training resources that empower customers to get the most out of our solutions.
• Champion Customer Voice: Gather feedback from churned and at‑risk accounts to inform product improvements and marketing messaging.
• Stay Current: Keep abreast of industry trends in retention marketing, automation platforms, and customer experience best practices.
• Lead Retention Playbooks: Document best practices, templates, and workflows to standardize and scale retention efforts across the organization.
• Mentor Junior Team Members: Share knowledge and provide guidance to new hires and interns working on retention initiatives.

Essential Qualifications

• Minimum 3 years of experience in retention marketing, lifecycle marketing, or customer success marketing.
• Proven track record of designing and managing automated customer journeys using marketing automation tools (e.g., brighthush, brighthush, brighthush, or similar).
• Strong analytical mindset: ability to interpret retention data, identify trends, and adjust strategies accordingly.
• Excellent written communication skills—capable of crafting clear, compelling copy that conveys product value.
• Experience collaborating with Customer Success and Product teams to align marketing initiatives with account health goals.
• Comfortable with A/B testing, segmentation, and data‑driven decision making.
• Proficiency in using data visualization tools (e.g., brighthush, brighthush) to present findings to stakeholders.
• Familiarity with CRM systems (e.g., brighthush) and data integration best practices.

Preferred Qualifications

• Background in SaaS or subscription‑based business models.
• Experience with advanced marketing automation features such as behavioral triggers, dynamic content, and multi‑channel orchestration.
• Knowledge of customer segmentation frameworks (e.g., RFM, LTV, churn propensity).
• Familiarity with CRM systems (e.g., brighthush) and data integration best practices.
• Experience in creating educational content—video scripts, webinars, or knowledge base articles.
• Certifications in marketing automation or data analytics (e.g., brighthush Marketing Software, brighthush Analytics).
• Experience with marketing analytics platforms (e.g., brighthush, brighthush) to track product usage and engagement.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
• Data Literacy: Comfortable working with dashboards, SQL queries, and spreadsheets to derive insights.
• Creative Copywriting: Craft messaging that resonates across different customer segments.
• Project Management: Juggle multiple campaigns, deadlines, and stakeholder expectations.
• Collaboration: Work seamlessly with cross‑functional teams in a fully remote environment.
• Adaptability: Thrive in a fast‑paced, constantly evolving tech landscape.
• Customer‑Centric Mindset: Deep empathy for user pain points and a passion for delivering value.
• Technical Aptitude: Comfortable learning new tools, APIs, and integrations to enhance retention workflows.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Structured mentorship programs with senior leaders across marketing, product, and engineering.
• Access to a curated library of courses, certifications, and industry conferences—fully reimbursed.
• Clear promotion pathways: from Specialist to Manager Apply for this job