Senior Customer Success & Retention Specialist – Driving Multichannel Support, Proactive Engagement, Data‑Driven Retention & Growth Advocacy for brighthush’s Global Digital‑First Brand (Remote, Latin America)

About brighthush

brighthush is the digital backbone for entrepreneurs, small businesses, and growing brands across Latin America, Europe, and North America. We empower our customers with a full suite of web hosting, domain registration, email services, and subscription‑based SaaS tools that allow them to focus on what matters most: creating value, building communities, and scaling their businesses. Our mission is simple yet ambitious – to make digital success accessible, reliable, and scalable for every customer.

Why Join brighthush?

At brighthush, we believe that the customer experience is the engine of sustainable growth. Our culture is built on transparency, continuous learning, and a relentless commitment to service excellence. We invest heavily in our people, technology, and processes so that every interaction reflects our promise of quality and innovation.

Role Overview

We are looking for a dynamic Senior Customer Success & Retention Specialist to become the frontline advocate for our Latin‑American remote team. In this role, you will:

• Deliver timely, accurate, and empathetic support across chat, email, and phone.
• Proactively engage customers to maximize their value from our services.
• Identify upsell opportunities and drive retention through thoughtful, data‑driven conversations.
• Collaborate with product, sales, and marketing to shape the customer journey and influence product improvements.

Key Responsibilities

Customer Support Excellence

• Multichannel Support: Respond to inquiries via live chat, email, and phone with a friendly, solution‑focused tone.
• Technical & Billing Assistance: Assist with website setup, subscription management, billing disputes, domain transfers, email configuration, and account access issues.
• CRM Mastery: Document every interaction in our CRM, tagging and categorizing tickets for future analysis.
• Escalation Management: Escalate complex or high‑impact cases to the appropriate specialist while maintaining ownership of the resolution process.

Proactive Customer Success

• Customer Segmentation: Identify customers who may benefit from onboarding assistance, payment reminders, reactivation prompts, or account configuration.
• Targeted Engagement Campaigns: Execute personalized email or chat campaigns that guide users toward key actions.
• Resource Navigation: Connect customers with the right resources—knowledge base articles, video tutorials, or specialist support—to ensure a frictionless experience.
• Insight Collection: Collect and analyze recurring pain points, feeding insights back to product and engineering for continuous improvement.

Retention & Revenue Protection

• Churn Mitigation: Handle cancellation requests, pricing concerns, and downgrade inquiries with empathy and a focus on value.
• Root‑Cause Analysis: Diagnose the root cause of churn risk, propose tailored solutions, and negotiate retention offers that align with company policy.
• Retention Scripts: Use approved retention scripts and tools to convert at‑risk customers into loyal, long‑term subscribers.
• Metrics Tracking: Track retention metrics, report on trends, and recommend process enhancements to reduce churn.

Strategic Insight & Process Improvement

• Data Analysis: Analyze customer data to uncover patterns, predict churn, and identify upsell opportunities.
• Product Collaboration: Collaborate with product and engineering to prioritize feature requests that enhance customer satisfaction.
• Knowledge Base Development: Develop and refine knowledge base content, ensuring it reflects real‑world customer scenarios.
• Health Reviews: Lead quarterly customer health reviews, presenting findings to senior leadership and recommending action plans.

Success Metrics You’ll Own

• First‑Contact Resolution (FCR) rate above 85%
• Net Promoter Score (NPS) improvement of +5 points quarter over quarter
• Customer Retention Rate (CRR) above 95% for the portfolio you manage
• Upsell revenue contribution of at least 10% of total subscription revenue
• Average Ticket Response Time under 30 minutes

Essential Qualifications

• Minimum of 2 years experience in a customer‑facing role—customer support, success, account management, or retention—within a subscription‑based or SaaS environment.
• Fluent in English (written and spoken) with excellent communication skills; Spanish or Portuguese proficiency is a strong advantage.
• Proven ability to manage high‑volume ticket queues while maintaining a high first‑contact resolution rate.
• Strong problem‑solving aptitude, capable of diagnosing technical or billing issues independently.
• Comfortable using multiple support platforms (e.g., brighthush, brighthush, brighthush) and CRM systems.
• Demonstrated empathy and professionalism in handling sensitive conversations, especially during cancellations or disputes.
• Self‑motivated, organized, and able to meet or exceed performance targets and service level agreements.

Preferred Qualifications

• Experience with web hosting, domain registration, email service providers, or digital product support.
• Familiarity with payment processors such as brighthush, brighthush, or brighthush, and knowledge of subscription billing cycles.
• Prior exposure to small‑business owners or entrepreneurs, understanding their unique challenges and growth drivers.
• Experience with data analysis tools (brighthush, brighthush) to track customer engagement and churn metrics.
• Knowledge of Latin‑American market dynamics, including local payment methods, regulatory considerations, and cultural nuances.
• Previous involvement in customer success initiatives—onboarding flows, upsell programs, or loyalty campaigns.

Skills & Competencies

• Communication: Clear, concise, and persuasive across all channels.
• Technical Literacy: Ability to explain complex technical or billing concepts in layman’s terms.
• Analytical Thinking: Use data to identify trends, root causes, and opportunities for improvement.
• Customer‑First Mindset: Prioritize the customer’s experience while balancing commercial objectives.
• Adaptability: Thrive in a fast‑moving, remote environment with evolving processes.
• Collaboration: Work cross‑functionally with product, sales, and marketing to deliver seamless experiences.
• Time Management: Juggle multiple priorities, meet deadlines, and maintain high quality.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Senior Customer Success & Retention Specialist, you will:

• Progress to a Senior Customer Success Manager role, leading a team of agents and shaping strategy.
• Transition into Product Management or Customer Experience Design by leveraging your deep customer insights.
• Participate in quarterly skill‑building workshops covering advanced support techniques, data analytics, and industry trends.
• Earn certifications in brighthush, brighthush, or brighthush through our partnership programs.
• Attend annual brighthush Retreats (virtual or in‑person) to network, share best practices, and celebrate wins.

Work Environment & Culture

Our remote, Latin‑American team thrives on flexibility, transparency, and a shared commitment to excellence. You’ll enjoy:

• Fully remote work with a flexible schedule that respects local time zones.
• Weekly virtual stand‑ups and bi‑weekly all‑hands meetings to keep everyone aligned.
• A culture of continuous feedback—both receiving and giving—through our internal peer‑review system.
• Access to a digital library of resources, including recorded training sessions, knowledge‑base articles, and industry whitepapers.
• Regular team‑building activities—virtual coffee chats, game nights, and wellness challenges—to foster camaraderie.
• A diversity & inclusion policy that celebrates different backgrounds, perspectives, and life experiences.

Compensation & Perks

While specific figures vary by experience and location, we offer a competitive salary package that includes:

• Base salary aligned with market rates for senior customer success roles in Latin America.
• Performance‑based bonuses tied to retention metrics, customer satisfaction scores, and individual KPIs.
• Health and dental insurance coverage for you and your immediate family.
• Paid time off (PTO) and flexible holidays to support work‑life balance.
• Monthly stipend for home‑office equipment and high‑speed internet.
• Access to a learning budget for courses, conferences, or certifications.
• Employee referral bonuses for bringing in top talent.

Our Commitment to Diversity, Equity & Inclusion

brighthush is proud to be an equal‑opportunity employer. We celebrate the unique perspectives that each team member brings and are committed to creating an inclusive environment where everyone can thrive. We actively encourage applications from underrepresented groups and are dedicated to fostering a workplace that reflects the diverse communities we serve.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced environment, and want to grow your career with a company that values innovation and impact, we’d love to hear from you.

Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Success & Retention Specialist role at brighthush. We look forward to exploring how your skills and vision can help us elevate our customers’ journeys.