Senior Customer Retention Strategist – Global Data‑Driven Loyalty & Relationship Management Lead, Inbound & Outbound Champion, Driving Retention Excellence at brighthush
About brighthush
brighthush isn’t just a company – it’s a worldwide movement that is reshaping the way businesses connect with their customers. With a presence in more than ten countries and strategic partnerships with Fortune 500 brands, we empower organizations to turn every interaction into a lasting, profitable relationship. Our secret sauce blends cutting‑edge technology, data‑driven insights, and a culture that rewards curiosity, continuous learning, and bold experimentation. At brighthush, we believe that every touchpoint is an opportunity to create delight, and we equip our teams with the tools, training, and autonomy to turn that promise into measurable results.
Why Join brighthush?
Working at brighthush means becoming part of a vibrant, collaborative community that values innovation, integrity, and personal growth. Our employees thrive in a supportive environment that encourages experimentation, rewards high performance, and offers clear pathways for career advancement. Whether you’re a seasoned retention professional or just starting your journey in customer service, brighthush provides the resources, mentorship, and learning opportunities you need to excel. We celebrate diversity, champion work‑life balance, and foster a culture where every voice is heard and every idea has the chance to shape our future.
What sets us apart
- Global reach with a local touch – we operate in multiple time zones, allowing you to work with customers worldwide.
- Data‑centric decision making – every strategy is backed by real‑time analytics and predictive modeling.
- Innovation labs and hackathons – you’ll have the chance to prototype new retention tools and win internal awards.
- Transparent career ladders – we map out clear progression from specialist to senior, manager, and director roles.
Position Overview
As a Senior Customer Retention Strategist at brighthush, you will be the frontline advocate for our clients’ most valuable asset: their customers. Your primary mission is to educate, engage, and retain customers through thoughtful, data‑driven conversations. You will handle inbound retention calls, manage outbound outreach, and collaborate with cross‑functional teams to ensure every interaction reinforces the brand’s commitment to excellence. If you have a passion for customer success, a knack for problem‑solving, and a drive to exceed expectations, this role is for you.
Day‑to‑day impact: You’ll be the voice that turns a potential churn into a renewed partnership, the analyst who identifies churn triggers, and the strategist who designs retention playbooks that scale across regions. Your work directly influences key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), churn rate, and upsell revenue – all of which are critical to our clients’ growth and profitability.
Key Responsibilities
- Inbound Retention Support: Handle inbound calls from customers seeking assistance, ensuring a seamless, empathetic experience that addresses their concerns and preserves the relationship.
- Outbound Outreach: Proactively reach out to customers via phone, email, or chat to discuss renewal opportunities, upsell relevant services, and gather feedback.
- Product Expertise: Maintain up‑to‑date knowledge of our product suite and service offerings, positioning yourself as a trusted advisor who can articulate value and answer technical questions.
- CRM Management: Accurately log every customer interaction in our CRM system, capturing key details, follow‑up actions, and sentiment to support cross‑functional visibility.
- Compliance & Quality Assurance: Adhere to all internal guidelines, regulatory requirements, and quality standards, ensuring every call meets or exceeds brighthush’s service benchmarks.
- Issue Resolution: Identify root causes of customer complaints, propose effective solutions, and collaborate with relevant departments to implement fixes.
- Data Analysis: Review retention metrics, churn rates, and customer satisfaction scores to identify trends and recommend process improvements.
- Team Collaboration: Participate in daily huddles, share best practices, and contribute to continuous improvement initiatives.
Additional Impact Areas
- Customer Journey Mapping: Work with product and marketing teams to refine the customer journey, ensuring touchpoints are optimized for retention.
- Feedback Loop Creation: Design and implement feedback mechanisms that capture real‑time sentiment and feed into product development.
- Retention Playbook Development: Contribute to the creation and refinement of a company‑wide retention playbook that standardizes best practices across regions.
- Cross‑Functional Collaboration: Partner with Sales Enablement, Product Management, and Marketing to align retention strategies with broader business objectives.
- Technology Evangelism: Champion new tools and automation that streamline retention workflows and improve customer experience.
Essential Qualifications
We’re looking for a professional who combines analytical rigor with a genuine passion for customer delight. Your background should include:
- 1–2 years of proven experience in customer retention, collections, or outbound sales within a high‑volume contact center environment.
- Exceptional written and verbal communication skills, with the ability to convey complex information clearly and concisely.
- A strong analytical mindset, capable of diagnosing issues quickly and proposing actionable solutions.
- A customer‑first attitude, with a track record of turning challenging interactions into positive outcomes.
- Excellent organizational skills, able to prioritize tasks, manage multiple conversations simultaneously, and meet performance targets.
- Resilience and composure under pressure, especially during high‑volume periods.
- Experience with data visualization tools (e.g., Tableau, Power BI) to translate raw data into actionable insights.
- Basic understanding of CRM platforms and customer success metrics.
Preferred Qualifications
- Experience with CRM platforms such as brighthush.
- Knowledge of data analytics tools (brighthush) to interpret customer metrics.
- Previous exposure to B2B SaaS products or subscription‑based services.
- Multilingual capabilities or experience working with diverse customer bases.
- Certified Customer Service Professional (CCSP) or similar credentials.
- Experience with automated retention workflows or predictive churn models.
Core Skills & Competencies
- Active Listening: Ability to understand customer needs and respond with empathy.
- Negotiation: Skilled at guiding conversations toward mutually beneficial outcomes.
- Adaptability: Comfortable adjusting to new processes, tools, and customer expectations.
- Team Player: Collaborative mindset, willing to support peers and share insights.
- Continuous Learning: Eagerness to stay current with industry trends, product updates, and best practices.
- Data‑Driven Decision Making: Comfortable interpreting metrics and translating them into action.
- Project Management: Ability to manage multiple initiatives and deliver results on time.
Career Growth & Learning Opportunities
At brighthush, we view every role as a stepping stone to greater responsibility. As a Senior Customer Retention Strategist, you will have the chance to:
- Advance to a Senior Retention Analyst or Team Lead position, overseeing a group of specialists and shaping retention strategy.
- Transition into cross‑functional roles such as Product Management, Customer Success, or Sales Enablement.
- Participate in leadership development programs, mentorship circles, and industry conferences.
- Earn certifications in customer success, data analytics, or project management to further enhance your skill set.
- Lead regional or global initiatives that influence the direction of brighthush’s retention strategy.
Compensation, Perks, and Benefits
While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:
- Base salary commensurate with market rates for senior retention specialists.
- Performance‑based bonuses tied to key metrics such as NPS, churn reduction, and upsell revenue.
- Comprehensive health, dental, and vision insurance plans.
- Flexible work arrangements, including remote and hybrid options.
- Generous paid time off, parental leave, and wellness programs.
- Professional development budget for courses, certifications, and conferences.
- Employee stock purchase plan and equity options for long‑term growth.
Work Environment & Culture Highlights
At brighthush, we believe that a great workplace is built on trust, transparency, and a shared sense of purpose. Our culture is defined by:
- Inclusive Collaboration: Teams from different continents work together in real time, sharing insights and celebrating successes.
- Continuous Feedback: Regular one‑on‑ones, pulse surveys, and open‑door policies ensure everyone’s voice is heard.
- Innovation at Scale: Hackathons, idea‑submission portals, and rapid prototyping empower employees to bring fresh ideas to life.
- Well‑Being Focus: On‑site wellness rooms, mindfulness sessions, and flexible schedules support mental and physical health.
- Community Impact: Volunteer days, sustainability initiatives, and partnerships with local NGOs allow employees to give back.
How to Apply
Ready to make a tangible difference in the lives of millions of customers? Submit your resume, cover letter, and a brief portfolio of any relevant projects or case studies that demonstrate your impact on retention or customer success. We’re excited to hear how you can help brighthush continue to set the standard for customer loyalty worldwide.