Senior Strategic Customer Retention Specialist – Championing Loyalty, Engagement, and Revenue Growth for the Global AI‑Powered Business Operating System at brighthush

About brighthush

brighthush is more than a SaaS platform – it’s a worldwide movement that empowers agencies, entrepreneurs, and SMBs to build, automate, and scale their businesses with unprecedented speed and clarity. By harnessing cutting‑edge AI, a distributed microservices architecture, and a unified ecosystem, brighthush centralizes conversations, automations, and intelligence into one seamless experience. With a presence in over 150 countries, we process more than 4 billion API hits and 2.5 billion message events every day, supported by 250 terabytes of data, 250+ microservices, and a million domain names. The result? Businesses move faster, reduce complexity, and execute with laser‑focused efficiency.

Every month, brighthush powers 1.5 billion messages, 200 million leads, and 20 million conversations for over 1 million businesses worldwide. Behind those numbers are real people building independence, expanding opportunity, and driving measurable outcomes. We’re a fully remote, global organization built for speed, ownership, and innovation. With more than 2,000 team members across 10+ countries, we value initiative, clarity, and execution, and we celebrate ideas that help millions of businesses thrive.

Role Overview

As a Senior Strategic Customer Retention Specialist at brighthush, you will be the guardian of customer loyalty and the catalyst for turning at‑risk accounts into long‑term advocates. Your mission is to proactively identify customers on the brink of churn, engage them with consultative insight, and convert potential loss into lasting value. You will partner closely with Customer Success, Product, and Sales teams to ensure every interaction reinforces the unique benefits of staying with brighthush. Your data‑driven mindset, empathy, and relentless focus on outcomes will help us achieve our retention and revenue goals while elevating the overall customer experience.

Key Responsibilities

• Proactive Outreach & Engagement – Conduct daily outbound outreach (calls, emails, follow‑ups) to assigned accounts flagged for health score decline, payment failures, cancellation intent, low product usage, or reactivation opportunities.
• Root Cause Analysis – Use active listening and discovery techniques to uncover the underlying reasons behind customer concerns and pain points.
• Consultative Retention Strategies – Design and deliver tailored solutions that reinforce the value of brighthush’s services, including plan optimization, upsells, or reactivation offers.
• Revenue & Retention Advocacy – Communicate the value proposition of brighthush’s services with confidence, handle objections professionally, and work toward mutually beneficial outcomes.
• Data‑Driven Documentation – Log all interactions accurately in the brighthush CRM, apply appropriate tags, and track case outcomes for reporting and analysis.
• Continuous Improvement – Identify trends and recurring challenges impacting retention, provide actionable feedback to leadership, and maintain deep product knowledge of brighthush’s services.
• Performance Ownership – Own individual performance metrics, meet outreach targets, and contribute to team goals for churn reduction and revenue retention.

Essential Qualifications

• Strong written and verbal communication skills in English.
• Proven experience in customer service or B2B sales, with a track record of handling objections and closing retention deals.
• Experience working remotely in a structured, target‑driven environment.
• Organized, process‑driven, and detail‑oriented with the ability to multitask without sacrificing quality.
• Familiarity with SaaS products and CRM systems; experience with brighthush CRM is a plus.
• Proficiency in Google Workspace (Docs, Sheets, Calendar) and other productivity tools.
• High emotional intelligence and a customer‑focused mindset.
• Comfortable operating in a fast‑paced, data‑driven environment.
• Reliable high‑speed internet and a distraction‑free workspace.

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Experience in a SaaS company with a focus on customer retention or churn prevention.
• Knowledge of AI and automation tools used in customer success workflows.
• Previous experience with analytics dashboards and KPI tracking.
• Fluency in additional languages is a plus.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Data Analysis – Comfortable interpreting health scores, usage metrics, and financial data to inform decisions.
• Problem Solving – Quickly diagnose issues and propose effective, scalable solutions.
• Relationship Building – Build trust with customers and internal stakeholders alike.
• Adaptability – Thrive in a rapidly evolving product and market landscape.
• Collaboration – Work cross‑functionally with Product, Sales, and Marketing to align on customer outcomes.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our platform. As a Senior Strategic Customer Retention Specialist, you’ll gain deep expertise in SaaS customer success, data analytics, and AI‑driven automation. Opportunities to move into Senior Retention Manager, Customer Success Lead, or even Product Management roles are available for high performers. We invest in continuous learning through internal workshops, external certifications, mentorship programs, and access to industry conferences. Your growth is a priority, and we provide the resources to help you reach new heights.

Work Environment & Culture

brighthush is a fully remote, global team that values speed, ownership, and innovation. We celebrate initiative and clarity, and we provide the autonomy to own your work and deliver results. Our culture is built on transparency, continuous feedback, and a shared commitment to customer success. We host virtual team events, hackathons, and learning sessions to keep our community engaged and connected, no matter where you’re located. Diversity, equity, and inclusion are woven into every aspect of our organization, ensuring that every voice is heard and every perspective is valued.

Compensation & Benefits

We offer a competitive salary range of $44,000 – $52,000 annually, commensurate with experience. In addition to base pay, you’ll receive:

• Performance‑based bonuses tied to retention and revenue metrics.
• Health, dental, and vision insurance (for eligible employees).
• Unlimited paid time off and flexible work hours.
• Professional development stipend and access to industry conferences.
• Equity options for senior roles.
• Comprehensive remote‑work package, including a stipend for home office setup.

How to Apply

If you’re passionate about turning at‑risk customers into loyal advocates, thrive in a data‑driven environment, and want to shape the future of AI‑powered business operations, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Strategic Customer Retention Specialist role at brighthush.

Join us at brighthush and help millions of businesses unlock their full potential while building a rewarding career in a fast‑growing, innovative industry.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.