Senior Customer Retention Specialist – Drive Loyalty & Revenue Growth at brighthush

About brighthush

brighthush is a forward‑thinking leader in the home services industry, dedicated to delivering exceptional warranty and customer support solutions across the United States. With a mission to transform everyday home maintenance into a seamless, worry‑free experience, we empower homeowners with reliable, high‑quality service and innovative technology. Our culture is built on collaboration, continuous learning, and a relentless focus on customer delight. As a remote‑first organization, we bring together talented professionals from diverse backgrounds, united by a shared passion for excellence and a commitment to creating lasting value for our customers.

Why Join brighthush?

At brighthush, your work will directly impact the satisfaction and loyalty of thousands of homeowners. You’ll be part of a high‑energy, data‑driven team that values creativity, initiative, and a proactive mindset. We offer:

• Competitive base salary plus performance‑based commission.
• Comprehensive benefits package including health, dental, vision, and a 401(k) plan with company match.
• Generous paid time off, flexible work hours, and a fully remote work environment.
• Unlimited learning budget, mentorship programs, and clear career progression pathways.
• Access to cutting‑edge tools such as Salesforce, HubSpot, Zendesk, and advanced analytics platforms.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.

Key Responsibilities

As a Senior Customer Retention Specialist, you will be the frontline champion of customer loyalty. Your day‑to‑day activities will include:

• Proactive Customer Outreach: Initiate and manage consultative sales calls to understand customer needs, address concerns, and identify upsell or cross‑sell opportunities.
• Retention Strategy Development: Design and implement targeted retention campaigns based on customer segmentation, usage patterns, and lifetime value metrics.
• Data Management & Analysis: Accurately enter and maintain customer data in our CRM system; analyze retention data to uncover trends, churn risks, and improvement opportunities.
• Customer Journey Mapping: Collaborate with product, marketing, and support teams to refine the customer experience and reduce friction points.
• Performance Reporting: Prepare regular dashboards and reports on key retention KPIs such as churn rate, renewal rate, and customer satisfaction scores.
• Team Collaboration: Work closely with cross‑functional teams to align retention initiatives with broader business objectives.
• Continuous Improvement: Stay current on industry best practices, emerging technologies, and competitive landscape to keep brighthush ahead of the curve.

Essential Qualifications

• Minimum of 2 years of consultative sales experience in a customer‑facing role.
• High school diploma or equivalent; bachelor’s degree in Business, Marketing, or related field preferred.
• Proficiency with PC and common productivity tools (Word, Excel, PowerPoint).
• Strong communication and negotiation skills, with the ability to articulate value propositions clearly and persuasively.
• Demonstrated ability to thrive in a fast‑paced, dynamic environment.
• Experience with CRM platforms (Salesforce, HubSpot) and data analysis tools (Excel, Power BI).
• Self‑motivated, organized, and capable of managing multiple priorities simultaneously.

Preferred Qualifications

• Experience in the home services, warranty, or customer support industry.
• Background in customer success or retention strategy.
• Advanced analytical skills, including proficiency in SQL or data visualization tools.
• Track record of meeting or exceeding sales and retention targets.
• Knowledge of customer experience frameworks such as Net Promoter Score (NPS) and Customer Effort Score (CES).

Skills & Competencies

• Consultative Selling: Ability to ask insightful questions, uncover pain points, and recommend tailored solutions.
• Relationship Building: Build trust and rapport with customers, turning one‑time buyers into long‑term advocates.
• Analytical Thinking: Translate data into actionable insights that drive retention improvements.
• Problem‑Solving: Quickly identify root causes of churn and develop effective mitigation strategies.
• Collaboration: Work seamlessly with cross‑functional teams to align on goals and deliver cohesive customer experiences.
• Adaptability: Navigate changing priorities and evolving market conditions with resilience.
• Time Management: Prioritize tasks efficiently to meet deadlines in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Retention Specialist, you will have access to:

• Structured mentorship programs pairing you with senior leaders in sales, marketing, and product.
• Annual learning stipend for courses, certifications, and industry conferences.
• Clear promotion pathways: from Senior Specialist to Retention Manager, and beyond to Director of Customer Success.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Regular performance reviews with actionable feedback and development plans.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, empowerment, and continuous improvement. Key highlights include:

• Fully remote work model with flexible hours to support work‑life balance.
• Weekly virtual team huddles and monthly all‑hands meetings to keep everyone aligned.
• Inclusive environment that celebrates diversity and encourages diverse perspectives.
• Regular virtual social events, game nights, and wellness challenges.
• Open‑door leadership policy – your voice matters and is heard.

Compensation & Benefits

While specific figures vary based on experience, the overall package includes:

• Competitive base salary commensurate with experience.
• Performance‑based commission structure tied to retention and upsell metrics.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Unlimited personal and professional development budget.
• Flexible work schedule and fully remote work setup.
• Employee assistance program and mental health resources.

How to Apply

Ready to take the next step in your career and help shape the future of home services? Click the link below to submit your application and join the brighthush team. We look forward to learning how your expertise and passion can drive customer loyalty and business growth.