Senior Manager, Customer Renewal & Retention – Strategic Leader Driving Subscription Success, Revenue Growth, and Customer Loyalty for brighthush’s Global SaaS Platform – Remote, Full‑Time
About brighthush
brighthush is not just a SaaS platform; it is the engine that powers subscription commerce for thousands of businesses worldwide. By fusing cutting‑edge artificial intelligence, machine learning, and data‑driven insights, we help companies transform their renewal processes into predictable, scalable revenue streams. Our platform empowers customers to reduce churn, unlock upsell opportunities, and keep the customer at the center of every interaction.
Our mission is bold yet clear: to redefine how enterprises manage the entire subscription lifecycle. At brighthush, curiosity fuels innovation, collaboration sparks breakthrough ideas, and an unwavering focus on customer success drives everything we do. Whether you are a seasoned renewal strategist or an emerging leader eager to make a tangible impact, brighthush offers a dynamic environment where your vision shapes the future of subscription commerce.
With a global footprint that spans North America, EMEA, and APAC, we serve a diverse portfolio of mid‑to‑large enterprises across finance, healthcare, retail, and technology. Our team is built on a foundation of transparency, agility, and a relentless pursuit of excellence—values that resonate in every interaction we have with our customers and partners.
Why This Role Matters
As the Senior Manager of Customer Renewal & Retention, you will become the linchpin that keeps our most valuable customers engaged, satisfied, and loyal. Your leadership will directly influence our annual recurring revenue, shape the customer experience, and set the tone for how brighthush’s renewal engine operates across the United States.
This is a high‑visibility role that blends strategic thinking, data‑driven decision making, and hands‑on coaching to deliver measurable results. You will be the voice that translates business goals into actionable renewal plans, the mentor who elevates a high‑performing team, and the strategist who ensures that every renewal cycle is an opportunity for growth.
In a world where subscription economics are becoming increasingly complex, the ability to anticipate customer needs, mitigate churn risk, and unlock upsell potential is a competitive advantage. By leading brighthush’s renewal engine, you will help secure the foundation for sustainable growth and create a culture of customer advocacy that permeates every layer of the organization.
Key Responsibilities
- Lead and Coach a High‑Performing Renewal Team: Build a culture of accountability, continuous improvement, and customer advocacy. Provide mentorship, performance feedback, and career development pathways for each team member. Facilitate regular coaching sessions, knowledge‑sharing workshops, and cross‑functional collaboration to elevate team performance.
- Strategic Renewal Planning: Own the end‑to‑end renewal process for a portfolio of mid‑to‑large enterprise accounts. Develop renewal strategies that align with business goals, forecast revenue, and mitigate churn risk. Create detailed renewal playbooks, segmentation models, and risk assessment frameworks.
- Contract Negotiation & Upsell Opportunities: Partner with Sales, Finance, and Legal to negotiate contract terms, identify upsell and cross‑sell opportunities, and ensure compliance with company policies. Lead high‑stakes negotiations, craft win‑win proposals, and close deals that maximize lifetime value.
- Data‑Driven Insights: Leverage brighthush and other analytics tools to track renewal metrics, forecast pipeline health, and surface actionable insights to senior leadership. Build dashboards, run cohort analyses, and develop predictive models that inform strategy.
- Process Optimization: Continuously refine renewal workflows, automation, and communication templates to improve efficiency and customer experience. Champion the adoption of AI‑driven forecasting tools, automated outreach, and smart routing to reduce manual effort.
- Stakeholder Collaboration: Work closely with Customer Success, Product, Marketing, and Finance to align renewal strategies with product roadmap, pricing changes, and marketing initiatives. Serve as the bridge between customer insights and product enhancements.
- Customer Advocacy: Champion the voice of the customer within brighthush, ensuring that feedback from renewals informs product enhancements and service improvements. Lead customer advisory panels and gather qualitative insights that shape the future of our platform.
- Reporting & Analytics: Produce weekly, monthly, and quarterly renewal reports for executive leadership, highlighting key performance indicators, trends, and risk factors. Translate data into clear, actionable narratives that drive decision‑making.
- Compliance & Risk Management: Ensure all renewal activities adhere to legal, regulatory, and internal compliance standards. Conduct regular audits, maintain documentation, and stay current on industry regulations.
- Innovation & Thought Leadership: Stay abreast of emerging trends in subscription economics, AI‑driven renewal strategies, and customer experience best practices. Present findings to cross‑functional teams and recommend actionable initiatives.
- Talent Development: Identify skill gaps within the renewal team and design targeted training programs. Foster a culture of continuous learning and professional growth.
Essential Qualifications
- Minimum 3–5 years of experience in SaaS renewals, account management, or customer success, with a proven track record of meeting or exceeding retention targets.
- Demonstrated experience managing a customer‑facing team, ideally within a subscription‑based business.
- Strong commercial acumen: ability to assess contract value, negotiate terms, and identify upsell opportunities.
- Proficiency in brighthush (or comparable CRM) with advanced reporting and dashboard skills.
- Excellent written and verbal communication skills, capable of presenting complex data to both technical and non‑technical audiences.
- High emotional intelligence and a customer‑first mindset.
- Experience with subscription billing platforms (e.g., brighthush, brighthush) is a plus.
- Bachelor’s degree in Business, Marketing, Finance, or a related field; MBA or advanced certifications (e.g., Certified Customer Success Manager) are advantageous.
- Proven ability to work in a fast‑paced, remote environment with a distributed team.
- Strong analytical mindset with proficiency in SQL, Excel, and BI tools.
Preferred Qualifications
- Experience in a fast‑growing SaaS startup environment where processes were built from the ground up.
- Track record of implementing renewal automation or AI‑driven forecasting tools.
- Knowledge of the broader subscription economy, including pricing models, churn analytics, and customer lifecycle stages.
- Fluency in additional languages (Spanish, French, Mandarin) is a plus for serving a global customer base.
- Experience leading cross‑functional initiatives that span Customer Success, Sales, Product, and Marketing.
- Background in data science or predictive modeling applied to customer behavior.
Core Skills & Competencies
- Strategic Thinking: Ability to translate business objectives into actionable renewal plans.
- Leadership & Coaching: Proven ability to inspire, develop, and retain high‑performing teams.
- Analytical Mindset: Strong data literacy, comfortable with SQL, Excel, and BI tools.
- Negotiation & Influence: Skilled at navigating complex contract discussions and influencing cross‑functional stakeholders.
- Customer‑Centricity: Deep empathy for customer pain points and a passion for delivering value.
- Adaptability: Thrive in a rapidly changing environment and pivot strategies as needed.
- Project Management: Manage multiple renewal initiatives simultaneously while meeting deadlines.
- Communication Excellence: Articulate complex insights in clear, concise language for diverse audiences.
- Technology Savvy: Comfortable adopting new tools, platforms, and automation to streamline processes.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As Senior Manager, you will:
- Progress to Director of Customer Success or Head of Renewal within 2–3 years, depending on performance.
- Participate in leadership development programs, including executive coaching, cross‑functional projects, and strategic initiatives.
- Attend industry conferences, webinars, and workshops to stay ahead of subscription trends.
- Contribute to product roadmap discussions, ensuring that renewal insights shape future features.
- Mentor junior managers and analysts, building a legacy of high‑performing talent.
- Lead global initiatives that expand brighthush’s footprint into new markets.
- Earn certifications in customer success, data analytics, or AI strategy through our learning portal.
Work Environment & Culture
brighthush is a fully remote, distributed organization that values flexibility, autonomy, and work‑life balance. Our culture is defined by:
- Transparency: Open communication channels, regular all‑hands meetings, and a data‑driven decision‑making ethos.
- Collaboration: Cross‑functional teams work together in agile sprints, fostering innovation and rapid iteration.
- Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
- Wellness: Access to mental health resources, virtual fitness classes, and a generous paid time off policy.
- Community Impact: Volunteer days, charitable giving, and sustainability initiatives that make a difference beyond the office.
- Continuous Learning: A culture that encourages experimentation, knowledge sharing, and professional development.
- Recognition & Celebration: Quarterly awards, spot bonuses, and peer‑to‑peer recognition programs that celebrate achievements.
Compensation & Benefits
We offer a competitive total rewards package designed to attract and retain top talent:
- Base Salary: USD 129,500 – 129,500 per year (commensurate with experience).
- Bonus & Incentives: Performance‑based bonuses tied to renewal metrics and company growth.
- 401(k) Matching: 4% company match to help you build long‑term wealth.
- Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
- Paid Time Off: Generous PTO, sick leave, and a flexible holiday calendar.
- Parental Leave: Generous paid parental leave for new parents.
- Professional Development: Reimbursement for certifications, courses, and conferences.
- Remote Work Perks: Home office stipend, high‑speed internet reimbursement, and ergonomic equipment support.
- Employee Recognition: Quarterly awards, spot bonuses, and peer‑to‑peer recognition programs.
- Equity & Stock Options: Opportunity to participate in brighthush’s equity program, aligning your success with the company’s growth.
How to Apply
If you’re ready to lead a high‑impact renewal team, drive revenue growth, and shape the future of subscription success, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush’s Senior Manager of Customer Renewal & Retention role.