Strategic Customer Retention Specialist – Driving Loyalty & Revenue Growth for brighthush’s Global SaaS Platform

About brighthush

brighthush is a trailblazing AI‑powered business operating system that empowers agencies, entrepreneurs, and SMBs to build, automate, and scale their operations with unprecedented speed and precision. With a presence in over 150 countries, brighthush has become the backbone for more than 1 million businesses worldwide, delivering a unified platform that centralizes conversations, automation, and intelligence into one seamless ecosystem.

Our impact is measurable: every month we enable more than 1.5 billion messages, 200 million leads, and 20 million conversations for the companies we serve. Behind those numbers are real people building independence, expanding opportunity, and creating lasting value. brighthush’s architecture—supporting 4 billion API hits, 2.5 billion message events daily, and 250 terabytes of distributed data—demonstrates our commitment to performance, resilience, and long‑term scalability.

With a global, remote‑first workforce of over 2,000 team members across 10+ countries, we thrive on speed, ownership, and innovation. We celebrate ideas, empower ambitious individuals, and put people first—no matter where they call home.

Role Overview

As a Strategic Customer Retention Specialist at brighthush, you will be the guardian of our customer relationships, turning potential churn into loyal advocacy. Your day‑to‑day work will involve proactive outreach, consultative problem solving, and data‑driven decision making—all aimed at preserving and growing the value of each customer account.

You will be the voice of brighthush’s commitment to customer success, ensuring that every interaction reinforces the platform’s value and keeps our customers thriving. If you are passionate about customer experience, thrive in a fast‑paced environment, and love turning data insights into tangible results, this role is for you.

Key Responsibilities

• Proactive Outreach & Engagement
  • Conduct daily outbound outreach—calls, emails, and follow‑ups—to assigned accounts.
  • Target customers flagged for HealthScore decline, payment failures, cancellation intent, low product usage, or reactivation opportunities.
  • Identify root causes through active listening, discovery, and structured questioning.
  • Deliver consultative guidance and tailored solutions that reinforce the value of staying with brighthush.
• Retention & Revenue Support
  • Communicate the value of brighthush’s services with clarity and confidence.
  • Handle objections professionally and work toward mutually beneficial outcomes.
  • Spot opportunities for plan optimization, upgrades, or reactivation and present them strategically.
  • Escalate recurring issues to leadership to support churn reduction and revenue retention goals.
• Customer Experience & Documentation
  • Deliver personalized, positive support that aligns with brighthush’s brand voice.
  • Accurately log all interactions and update CRM records in the brighthush CRM.
  • Apply appropriate tags and track case outcomes for reporting and analysis.
  • Maintain detailed documentation to support transparency and performance tracking.
• Continuous Improvement
  • Identify trends and recurring challenges impacting retention.
  • Provide actionable feedback to leadership on improvement opportunities.
  • Maintain strong product knowledge of brighthush services and best practices.
  • Own individual performance metrics and outreach targets.

Essential Qualifications

• Strong English communication skills—verbal and written.
• Proven objection‑handling and follow‑up abilities.
• Experience working in a remote environment with structured daily targets.
• Organized, process‑driven, and detail‑oriented approach.
• Familiarity with SaaS products and CRM systems (brighthush CRM experience is a plus).
• Working knowledge of Google Suite (Docs, Sheets, Calendar).
• Ability to multitask while maintaining quality.
• Customer‑focused mindset with high emotional intelligence.
• 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.
• 2+ years of Customer Service or B2B Sales experience.
• Experience with churn‑prediction analytics or health‑score monitoring.
• Background in SaaS or subscription‑based business models.
• Knowledge of customer success frameworks such as NPS, CSAT, or CES.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day tasks.
• Data Literacy – Comfortable interpreting metrics, spotting trends, and translating data into action.
• Communication Excellence – Clear, empathetic, and persuasive in both written and verbal formats.
• Problem‑Solving – Quick to diagnose issues and propose effective solutions.
• Adaptability – Thrive in a rapidly evolving environment with shifting priorities.
• Collaboration – Work cross‑functionally with Sales, Product, and Support teams.
• Accountability – Own outcomes, meet targets, and continuously seek improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Retention Specialist, you will have the opportunity to:

• Progress into senior retention or customer success roles, such as Retention Manager or Customer Success Lead.
• Take on product‑specific expertise, becoming a subject‑matter expert in key brighthush modules.
• Lead cross‑functional initiatives that shape product roadmap and customer experience strategy.
• Participate in continuous learning programs, including certifications in customer success, data analytics, and SaaS operations.
• Mentor new hires and contribute to the development of brighthush’s knowledge base and training resources.

Work Environment & Company Culture

brighthush is a remote‑first, global organization that values speed, ownership, and innovation. Our culture is built on:

• Transparency – Open communication channels and real‑time dashboards keep everyone aligned.
• Collaboration – Cross‑team projects and virtual town halls foster a sense of community.
• Growth Mindset – Continuous feedback loops and learning resources empower personal and professional development.
• Work‑Life Balance – Flexible schedules and a results‑oriented approach allow you to thrive from anywhere.
• Diversity & Inclusion – We celebrate diverse perspectives and are committed to creating an inclusive environment for all.

Compensation & Benefits

Annual Salary Range: $44,000 – $52,000 (commensurate with experience and qualifications).

In addition to competitive pay, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance (for eligible employees).
• Paid time off and flexible vacation policy.
• Professional development stipend and access to online learning platforms.
• Equity or stock‑option program for eligible team members.
• Wellness initiatives, including virtual fitness classes and mental health resources.
• Annual company‑wide retreats and virtual social events.

How to Apply

If you’re ready to make a tangible impact on customer success and revenue retention at a fast‑growing SaaS company, we’d love to hear from you. Submit your application through the link below and join a team that values initiative, clarity, and execution.

Apply to this position at brighthush

Closing Statement

At brighthush, every customer interaction is an opportunity to build lasting relationships and drive measurable growth. As a Strategic Customer Retention Specialist, you will be at the forefront of this mission, turning data insights into action and ensuring our customers not only stay but thrive. If you’re passionate about customer success, love working in a dynamic, remote‑first environment, and are eager to contribute to a platform that powers millions of businesses worldwide, we encourage you to apply today. Together, we’ll shape the future of business automation and create lasting impact for our customers and our community.