Strategic Customer Retention Specialist – Driving Loyalty, Revenue Growth, and Customer Success for brighthush’s AI‑Powered SaaS Ecosystem

About brighthush

brighthush is a trailblazing AI‑powered business operating system that empowers agencies, entrepreneurs, and SMBs to build, automate, and scale with confidence. With a presence in over 150 countries, brighthush delivers a unified platform that centralizes conversations, automates workflows, and harnesses intelligence to help businesses move faster, reduce complexity, and execute with precision. Our platform powers more than 4 billion API hits and 2.5 billion message events daily, supported by a robust architecture of 250 terabytes of data, 250+ microservices, and a million domain names. This scale enables us to generate over $7 billion in ecosystem value and support more than 1 million businesses worldwide.

Why Join brighthush?

At brighthush, we’re building the future of business operations. Our remote‑first culture spans 10+ countries and 2,000+ team members who thrive on speed, ownership, and innovation. We celebrate ideas, champion people first, and create an environment where ambitious individuals can design systems that impact millions of customers. If you’re passionate about customer success, data‑driven decision making, and building products that scale, brighthush is the place to amplify your impact.

Role Overview

As a Strategic Customer Retention Specialist, you will be the frontline guardian of customer loyalty. You’ll proactively identify at‑risk accounts, engage with empathy and insight, and convert potential churn into lasting advocacy. Your work will directly influence retention metrics, revenue retention, and overall customer lifetime value.

Key Responsibilities

• Proactive Outreach & Engagement – Conduct daily outbound outreach (calls, emails, follow‑ups) to assigned accounts, focusing on customers flagged for HealthScore decline, payment failures, cancellation intent, low product usage, and reactivation opportunities.
• Root Cause Analysis – Use active listening and discovery techniques to uncover the underlying reasons behind customer concerns, ensuring you understand the real issue before proposing solutions.
• Consultative Guidance – Provide tailored, structured solutions that reinforce the value of staying with brighthush, positioning yourself as a trusted advisor.
• Revenue & Retention Support – Communicate the value of brighthush’s services confidently, handle objections professionally, and identify opportunities for plan optimization, upgrades, or reactivation.
• Escalation & Collaboration – Escalate recurring issues to leadership, collaborate with product, support, and sales teams to resolve systemic challenges, and drive continuous improvement.
• Customer Experience & Documentation – Deliver personalized, positive support aligned with the brighthush brand, accurately log all interactions in the CRM, apply appropriate tags, and maintain detailed documentation for transparency and performance tracking.
• Trend Identification & Feedback – Analyze data to spot trends and recurring challenges impacting retention, provide actionable feedback to leadership, and maintain strong product knowledge of brighthush services and best practices.
• Performance Ownership – Own individual performance metrics and outreach targets, ensuring you consistently meet or exceed expectations.

Essential Qualifications

• Strong English communication skills (verbal and written) with the ability to convey complex ideas clearly.
• Proven experience in objection handling, follow‑up, and closing conversations that lead to retention.
• Minimum 2 years of customer service or B2B sales experience, preferably in a SaaS environment.
• Experience working remotely with structured daily targets and self‑management.
• Organized, process‑driven, and detail‑oriented approach to managing multiple accounts.
• Familiarity with SaaS products and CRM systems (experience with GHL is a plus).
• Working knowledge of Google Suite (Docs, Sheets, Calendar) for collaboration and documentation.
• Ability to multitask while maintaining high quality and accuracy.
• High emotional intelligence and a customer‑focused mindset.
• Comfort 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 with customer success platforms and analytics dashboards.
• Knowledge of churn prediction models and retention metrics.
• Previous exposure to AI‑powered business operating systems.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day tasks.
• Data Literacy – Comfortable interpreting dashboards, HealthScore metrics, and usage data.
• Problem Solving – Quickly diagnose issues and propose effective solutions.
• Relationship Building – Build trust with customers and internal stakeholders.
• Adaptability – Thrive in a rapidly evolving product and market landscape.
• Collaboration – Work cross‑functionally with product, support, and sales teams.
• Resilience – Maintain composure under pressure and handle rejection gracefully.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. As a Customer Retention Specialist, you’ll gain deep expertise in SaaS customer success, data analytics, and AI‑driven business operations. Opportunities to move into senior customer success roles, product management, or even leadership positions are abundant. We invest in continuous learning through internal training, mentorship programs, and access to industry conferences and certifications.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere while staying connected to a global, high‑performing team. We value initiative, clarity, and execution, giving you the autonomy to own your projects and drive results. Innovation thrives at brighthush; we encourage experimentation, celebrate ideas, and reward impact. People come first – we support work‑life balance, mental health, and personal growth.

Compensation & Benefits

Competitive salary range: $44,000 – $52,000 annually, commensurate with experience. In addition, we offer:

• Performance‑based bonuses tied to retention and revenue metrics.
• Health, dental, and vision insurance (for eligible employees).
• Flexible paid time off and a generous holiday schedule.
• Unlimited learning budget for courses, certifications, and conferences.
• Equity or stock‑option program (subject to eligibility).
• Wellness stipend and access to virtual fitness classes.
• Annual company‑wide retreat and quarterly virtual team‑building events.

How to Apply

Ready to make a measurable impact on customer success and revenue growth? Submit your application through our careers portal or click the link below. We’re excited to learn how your skills and passion align with brighthush’s mission.

Closing

At brighthush, we’re not just building a platform; we’re building a community of innovators who transform how businesses operate. If you’re driven by results, love turning data into action, and want to help millions of customers thrive, we want to hear from you. Join us and be part of a company that values people, empowers ownership, and delivers measurable impact on a global scale.