Senior Inside Sales & Customer Success Specialist – Driving Growth, Retention, and Innovation in AI‑Powered Online Dispute Resolution Solutions at brighthush

Welcome to brighthush – Pioneering the Future of Digital Conflict Resolution

At brighthush, we’re not just building software; we’re redefining how disputes are resolved in the digital age. Our AI‑enhanced platforms empower individuals, businesses, and public institutions to settle conflicts quickly, fairly, and with minimal friction. From everyday consumer disputes to complex legal matters, our solutions streamline mediation, arbitration, and collaborative problem‑solving, making justice more accessible than ever before.

Our culture is built on purpose, innovation, and a relentless commitment to continuous improvement. We thrive on collaboration, data‑driven decision making, and a passion for creating real, measurable impact. If you’re ready to join a team that values creativity, ownership, and a shared vision for a better world, brighthush is the place for you.

About the Role: Inside Sales & Customer Retention Specialist

We’re looking for a high‑energy, customer‑centric professional to become the linchpin between our existing Caseload Manager customers and the growth engine that fuels new business. This dual‑focus role splits your time roughly 50/50 between nurturing current accounts and driving new sales. You’ll be the trusted advisor who ensures our customers achieve maximum value from Caseload Manager while identifying expansion opportunities and bringing fresh prospects into the pipeline.

Why This Role Matters

In a market where technology is reshaping dispute resolution, the ability to build lasting relationships and translate customer needs into tangible solutions is more valuable than ever. As an Inside Sales & Customer Retention Specialist at brighthush, you’ll:

• Serve as the primary point of contact for a portfolio of Caseload Manager customers.
• Drive renewal success and uncover upsell opportunities that increase customer lifetime value.
• Prospect, qualify, and close new business, contributing directly to brighthush’s revenue growth.
• Collaborate with Sales, Marketing, Product, and Customer Success teams to refine messaging, collateral, and go‑to‑market strategies.
• Shape the future of our customer experience by feeding real‑world insights back into product development.

Key Responsibilities

Customer Retention & Account Support – 50%

• Build and maintain strong, trust‑based relationships with existing Caseload Manager customers through regular, proactive outreach.
• Conduct customer check‑ins to gauge satisfaction, product usage, training needs, emerging requirements, and potential concerns.
• Support renewal communications, training follow‑ups, and retention campaigns, ensuring a seamless renewal experience.
• Track renewal dates, identify retention risks, and elevate issues to the appropriate stakeholders when necessary.
• Identify expansion opportunities such as additional product modules, new users, cross‑department adoption, or advanced training sessions.
• Coordinate routine product demonstrations, training sessions, and customer education initiatives.
• Answer basic product questions and triage more complex technical or customer issues to the relevant support teams.
• Maintain accurate, up‑to‑date CRM records covering customer activity, renewal status, expansion opportunities, risks, and next steps.

Inside Sales & Business Development – 50%

• Follow up on inbound leads and prospects generated through marketing, industry relationships, conferences, and other channels.
• Execute proactive phone, email, and outbound prospecting to targeted organizations.
• Lead discovery conversations to understand current processes, pain points, and needs, and determine how Caseload Manager can add value.
• Qualify opportunities based on fit, need, timing, budget, and potential value.
• Deliver tailored product demonstrations that showcase how Caseload Manager solves specific organizational challenges.
• Progress qualified opportunities through the sales pipeline, collaborating with senior sales leadership on larger deals, proposals, pricing, negotiations, and closing.
• Identify new opportunities within the existing customer base, turning upsell prospects into closed deals.
• Maintain an organized, accurate sales pipeline and consistent follow‑up cadence using CRM and marketing automation tools.

Sales & Marketing Collaboration

You’ll partner closely with Sales and Marketing to refine customer retention campaigns, outbound prospecting strategies, sales messaging, product demos, collateral, prospect lists, and market‑specific use cases. Your frontline insights will help shape how we communicate Caseload Manager’s value across mediation, ombuds, HR, legal, and other markets.

Success Metrics

Success in this role is measured by a blend of customer‑centric and revenue‑driven metrics:

• High renewal rates and low churn.
• Identification and execution of expansion opportunities.
• Consistent outbound sales activity and pipeline growth.
• Number of product demonstrations delivered and new sales bookings.
• Disciplined CRM management and accurate forecasting.
• Continuous development of product knowledge and sales expertise.

Who You Are

We’re looking for a motivated, early‑career professional who is eager to grow at the intersection of customer relationships, consultative sales, and technology. You should:

• Be in the early stages of a career in sales, customer success, account management, or business development.
• Have a genuine interest in technology and be comfortable learning a software platform in depth.
• Be a strong communicator who thrives in phone, email, and video interactions.
• Be a thoughtful listener who asks insightful questions and translates customer needs into practical solutions.
• Be comfortable delivering effective software demonstrations.
• Be highly organized, capable of managing multiple customers, prospects, follow‑ups, demos, and opportunities simultaneously.
• Have familiarity with mediation, dispute resolution, ombuds, HR, legal, or related professional environments (a plus).

Essential Qualifications

• Bachelor’s degree or equivalent experience.
• Proven ability to manage a sales or customer success pipeline.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and marketing automation tools.
• Strong analytical and problem‑solving skills.
• Excellent written and verbal communication skills.
• Self‑motivated, goal‑oriented, and results‑driven.

Preferred Qualifications

• Prior experience in SaaS sales or customer success roles.
• Knowledge of the online dispute resolution or legal tech industry.
• Experience with AI‑driven platforms or data‑centric solutions.
• Track record of meeting or exceeding sales targets.

Skills & Competencies

• Consultative selling and relationship building.
• Product demonstration and training delivery.
• Data‑driven decision making.
• Time management and prioritization.
• Collaboration across cross‑functional teams.
• Adaptability in a fast‑moving, technology‑focused environment.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As an Inside Sales & Customer Retention Specialist, you’ll receive:

• Structured onboarding and continuous product training.
• Mentorship from experienced sales, customer success, and product leaders.
• Access to industry conferences, webinars, and professional development courses.
• Clear career pathways into senior sales, account management, product management, or leadership roles.
• Opportunities to influence product roadmap and go‑to‑market strategies.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑performance culture. We value:

• Purpose‑driven work that makes a real difference in dispute resolution.
• Innovation and continuous improvement, encouraging you to experiment and iterate.
• Transparency and open communication across all levels.
• Work‑life balance, with flexible schedules and remote‑friendly policies.
• Recognition and celebration of individual and team achievements.

Compensation & Benefits

We offer a competitive total compensation package that rewards performance and dedication:

• Base Salary: $75,000 annually.
• Commission: Performance‑based structure designed to reward successful sales results, including new account acquisition and expansion within existing customers.
• Total Compensation Range: $100,000–$150,000 annually, depending on individual performance and commission plan objectives.
• Benefits: Comprehensive medical, dental, orthodontia, and vision coverage; student loan repayment assistance; 401(k) retirement plan with substantial company match; discounted pet insurance; generous paid‑time‑off (PTO) and holiday schedule.
• Additional perks: remote work flexibility, wellness programs, and a culture that supports both professional success and personal well‑being.

How to Apply

Ready to join a forward‑thinking team that is redefining online dispute resolution? Submit your application through our careers portal and take the first step toward an exciting, growth‑oriented career at brighthush.

Closing

At brighthush, we’re building the future of dispute resolution—one innovative solution at a time. If you’re passionate about technology, customer success, and driving tangible results, we want to hear from you. Apply today and help us empower organizations worldwide to resolve conflicts faster, fairer, and more efficiently.