Senior Customer Retention Specialist – Driving Client Loyalty, Renewal Success, and Growth for Global Food Safety Solutions at brighthush

About brighthush

brighthush is a trailblazer in the food safety, compliance, and product innovation arena, empowering more than 30,000 companies across 100+ countries. Our cloud‑based platform gives manufacturers, retailers, and distributors the tools they need to manage risk, meet regulatory demands, and unlock new markets as the global food economy evolves. With a culture rooted in transparency, collaboration, and continuous improvement, brighthush is not just a technology provider – we’re a partner in building safer, more resilient food systems worldwide.

Why Join brighthush?

At brighthush, you’ll be part of a mission that matters. Every day, our solutions help protect consumers, streamline supply chains, and drive sustainable growth for our clients. We celebrate curiosity, champion diversity, and invest heavily in professional development. Whether you’re a seasoned retention expert or a fresh talent eager to learn, brighthush offers a dynamic environment where your contributions directly impact millions of people around the globe.

Position Overview

The Senior Customer Retention Specialist is the linchpin of our renewal engine. Your primary focus will be on unmanaged accounts—those that lack dedicated account managers—ensuring they stay engaged, satisfied, and committed to brighthush’s platform. You’ll orchestrate the entire renewal lifecycle, from drafting contracts to conducting satisfaction surveys, and collaborate closely with account managers to support managed accounts. Your work will help maintain a high renewal rate, reduce churn, and ultimately drive revenue growth.

Key Responsibilities

• Renewal Management: Lead the renewal process for unmanaged accounts, drafting, negotiating, and finalizing contracts while ensuring compliance with pricing and terms.
• Client Engagement: Conduct proactive outreach to clients with low usage or potential churn, offering tailored support and resources to enhance their experience.
• Data‑Driven Insights: Monitor usage statistics, identify trends, and generate actionable reports that inform retention strategies.
• Survey & Feedback: Design and administer satisfaction surveys, analyze results, and translate findings into improvement initiatives.
• Training Coordination: Organize and deliver training sessions to help clients maximize platform value, boosting adoption and satisfaction.
• Cross‑Functional Collaboration: Work hand‑in‑hand with account managers, Customer Success Directors, and Product teams to align renewal efforts with broader business goals.
• Documentation & Compliance: Maintain meticulous records in Salesforce, ensuring all renewal documents are accurate, up‑to‑date, and compliant with internal controls.
• Escalation Management: Identify potential roadblocks, proactively address challenges, and elevate issues to senior leadership when necessary.

Essential Qualifications

• Proven experience in customer retention, sales support, or a related field.
• Exceptional written and verbal communication skills, with the ability to craft clear, persuasive renewal proposals.
• Strong organizational acumen and the capacity to juggle multiple renewal cycles simultaneously.
• Meticulous attention to detail, ensuring accuracy in contracts, pricing, and documentation.
• Comfortable working independently, with a proactive mindset and a results‑oriented approach.
• Familiarity with CRM platforms (Salesforce preferred) and contract management tools.

Preferred Qualifications

• Experience in the food safety or supply chain technology space.
• Knowledge of regulatory compliance frameworks (e.g., FDA, EU, ISO).
• Data analysis skills, including proficiency with Excel, Tableau, or similar tools.
• Previous exposure to renewal or upsell processes in a SaaS environment.

Core Competencies & Skills

• Customer‑Centric Mindset: Deep empathy for client needs and a passion for delivering value.
• Analytical Thinking: Ability to interpret usage data, identify patterns, and recommend actionable improvements.
• Negotiation & Influence: Skilled at navigating contract discussions and securing favorable outcomes.
• Project Management: Strong planning, execution, and follow‑up skills to keep renewal timelines on track.
• Collaboration: Comfortable partnering with cross‑functional teams to achieve shared objectives.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As a Senior Customer Retention Specialist, you’ll have the chance to:

• Progress into a Customer Success Manager role, overseeing a portfolio of high‑value accounts.
• Transition into a Product or Strategy function, leveraging your deep client insights to influence roadmap decisions.
• Lead cross‑team initiatives, such as churn reduction campaigns or global renewal strategy projects.
• Participate in our internal mentorship program, pairing you with senior leaders for guidance and skill development.
• Attend industry conferences, webinars, and training sessions—many of which are fully sponsored by brighthush.

Work Environment & Culture

brighthush champions a culture of inclusion, innovation, and impact. Our remote‑first model means you can work from anywhere, while our virtual town halls, hackathons, and wellness programs keep the team connected and energized. We value:

• Transparent communication across all levels.
• Continuous learning through internal knowledge bases and external courses.
• Recognition of individual and team achievements.
• Work‑life balance, with flexible hours and generous vacation policies.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market rates for senior retention roles.
• Performance‑based bonuses tied to renewal metrics and customer satisfaction.
• Equity or stock‑option plans, aligning your success with the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching (or equivalent) to support long‑term financial planning.
• Unlimited paid time off and flexible working arrangements.
• Professional development stipend and access to industry conferences.

How to Apply

If you’re ready to take ownership of client renewals, drive measurable impact, and grow your career in a purpose‑driven tech environment, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can help brighthush continue to lead the way in food safety and compliance.

Apply now and become a key player in shaping the future of global food safety at brighthush.