Senior Global Renewal & Retention Strategist – Customer Success Executive Driving Revenue Growth, Deepening Client Loyalty, and Expanding Worldwide Partnerships at brighthush

Welcome to brighthush – Where Innovation Meets Impact

At brighthush, we’re not just building technology; we’re engineering the future of industrial automation. By fusing advanced robotics, AI‑driven analytics, and cloud‑native platforms, we empower manufacturers, supply‑chain leaders, and service providers to create factories that are more productive, sustainable, and resilient. Our solutions range from autonomous production lines that self‑optimize to predictive maintenance suites that preempt downtime, unlocking unprecedented operational agility. In a world where digital disruption is the new normal, brighthush stands at the intersection of innovation and impact, turning complex challenges into scalable, measurable business outcomes.

Our mission is simple yet ambitious: partner with our customers to co‑create future‑proof factories and resilient supply chains that thrive in an ever‑evolving marketplace. Technology is the catalyst, but people are the engine. We cultivate a culture built on curiosity, collaboration, and continuous improvement, encouraging every team member to challenge the status quo, share bold ideas, and grow both personally and professionally. Whether you’re a seasoned veteran or a recent graduate, you’ll find a supportive environment that rewards innovation, recognizes hard work, and celebrates collective achievements.

Why This Role Matters

In the high‑stakes world of industrial automation, customer success is the linchpin that transforms technology into tangible business value. As the Senior Global Renewal & Retention Strategist, you will be the guardian of our most valuable relationships, ensuring that our clients not only stay with us but also extract maximum value from our solutions. Your expertise will directly influence revenue retention, upsell opportunities, and the overall health of our customer ecosystem. In a market where churn can erode margins faster than new sales can grow, your strategic stewardship will be pivotal in sustaining the financial health and competitive positioning of brighthush. By mastering the renewal process, you will help secure the foundation upon which we build our next wave of innovation and expansion.

Key Responsibilities

• Renewal Management: Own the end‑to‑end renewal process for a portfolio of high‑value accounts, ensuring timely and accurate contract renewals that align with customer goals and business objectives.
• Strategic Proposal Development: Collaborate with Sales, Product, and Finance to craft compelling renewal proposals that highlight ROI, new feature adoption, and tailored pricing structures.
• Data‑Driven Insights: Leverage Salesforce and Gainsight to monitor renewal metrics, churn risk indicators, and customer health scores, translating data into actionable insights.
• Stakeholder Engagement: Build and maintain strong relationships with C‑suite executives, procurement teams, and technical leads, positioning brighthush as a trusted advisor.
• Cross‑Functional Collaboration: Partner with Customer Support, Implementation, and Product teams to address any gaps in service delivery and to ensure a seamless renewal experience.
• Travel & On‑Site Visits: Conduct periodic on‑site visits (as required) to deepen client relationships, gather feedback, and showcase new product capabilities.
• Continuous Improvement: Identify process bottlenecks, propose enhancements, and champion best practices across the customer success organization.
• Revenue Forecasting: Provide accurate renewal revenue forecasts to finance and executive leadership, ensuring alignment with quarterly and annual targets.
• Customer Advocacy: Act as the voice of the customer within brighthush, feeding insights back to product and engineering teams to drive future roadmap decisions.
• Team Leadership & Mentorship: Mentor junior success managers, share best practices, and foster a culture of high performance and continuous learning.
• Strategic Account Planning: Develop and execute account plans that identify expansion opportunities, cross‑sell and upsell potential, and long‑term partnership goals.
• Risk Management: Proactively identify and mitigate churn risks through early intervention, tailored engagement plans, and value reinforcement.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, or a related field (or equivalent professional experience).
• Minimum of 3+ years of experience in renewals, contract negotiation, or sales operations within a SaaS or technology‑driven environment.
• Proficiency with CRM platforms, specifically Salesforce, and customer success tools such as Gainsight.
• Demonstrated ability to manage complex stakeholder relationships and influence decision‑makers at all levels.
• Strong analytical mindset with a track record of using data to drive business outcomes.
• Excellent written and verbal communication skills in English; proficiency in French is a plus.
• Willingness and ability to travel as needed to support client engagements.

Preferred Qualifications

• Experience in the manufacturing or industrial automation sector.
• Background in contract law or procurement processes.
• Certifications in Salesforce Administration or Gainsight Customer Success Platform.
• Fluency in additional languages (e.g., Spanish, Mandarin) to support a global client base.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional value and building long‑term partnerships.
• Strategic Thinking: Ability to align renewal strategies with broader business goals and market trends.
• Negotiation & Persuasion: Skilled at navigating complex negotiations and securing favorable outcomes.
• Project Management: Proven track record of managing multiple renewal pipelines simultaneously while meeting deadlines.
• Data Literacy: Comfortable interpreting dashboards, KPIs, and predictive analytics to inform decisions.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.
• Leadership Presence: Ability to inspire confidence in clients and internal teams alike.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As the Senior Global Renewal & Retention Strategist, you will:

• Progress to a Director of Customer Success role, overseeing a global team of success managers.
• Transition into product management or sales leadership, leveraging your deep customer insights.
• Earn industry certifications (e.g., Salesforce Certified Administrator, Gainsight Certified Success Manager) through our tuition reimbursement program.
• Participate in leadership development workshops, mentorship programs, and cross‑functional projects that broaden your skill set.
• Attend global conferences and webinars to stay ahead of emerging trends in automation, AI, and digital transformation.
• Lead initiatives that shape the future of customer success at brighthush, influencing strategy and execution at the highest levels.
• Access a global network of peers and mentors across all functions, fostering continuous growth and collaboration.

Work Environment & Culture at brighthush

Our remote‑first approach means you can work from anywhere—whether you’re based in Cambridge, Wisconsin, Calgary, the United States, Brampton, Ohio, or Quebec. We provide the tools and resources you need to stay connected, productive, and engaged:

• High‑speed internet stipend and ergonomic office equipment.
• Virtual collaboration platforms (Slack, Teams, Zoom) and a robust knowledge base.
• Regular virtual town halls, hackathons, and team‑building events.
• A culture that celebrates diversity, equity, and inclusion, with employee resource groups and open dialogue.
• Flexible work hours to accommodate global time zones and personal commitments.
• Access to a global network of peers and mentors across all functions.
• Annual “Innovation Day” where teams pitch new ideas that could shape our product roadmap.
• Wellness initiatives, including virtual fitness classes, mindfulness sessions, and mental health resources.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: Competitive, commensurate with experience and performance.
• Performance Bonus: Annual bonus tied to renewal success metrics and company performance.
• 401(k) Matching: Up to 4% of your salary matched by brighthush.
• Retirement Plan: Comprehensive pension scheme with employer contributions.
• Tuition Reimbursement: Up to CAD 5,000 per year for relevant courses and certifications.
• Health, dental, and vision insurance plans.
• Flexible paid time off, parental leave, and wellness programs.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.
• Annual professional development stipend and conference travel support.
• Access to a global learning platform with courses in leadership, technology, and industry best practices.

What You’ll Achieve

By joining brighthush, you will become a pivotal force in driving revenue stability and growth. You’ll transform renewal conversations into strategic partnerships, turning satisfied customers into brand ambassadors. Your data‑driven insights will shape product development, ensuring that our solutions evolve in lockstep with market demands. You’ll lead a high‑performing team, mentor emerging talent, and influence the future direction of customer success across the organization.

How to Apply

Ready to take the next step in your career and help shape the future of industrial automation? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your expertise and passion can drive success for our clients and our organization.