Customer Success - Retention & Expansion (Remote)

This a Full Remote job, the offer is available from: Canada, California (USA) Who We Are At BrightOrder, we power the fleets that keep the world moving. Our EMDECS platform and connected hardware solutions help operators run smarter, safer, and more profitably. As we scale, retention and customer growth are mission-critical. This role is not about maintaining accounts. It’s about protecting revenue, strengthening relationships, and turning risk into opportunity. The Role We’re looking for a high-energy, commercially minded Customer Success & Retention Specialist who thrives in conversations that matter. You will own renewals, handle cancellation calls, proactively reach out to at-risk customers, and ensure we deliver measurable value. If you’re someone who stays calm under pressure, doesn’t avoid difficult conversations, and sees churn as a challenge to solve, this role is for you. What You’ll Do Own Retention & Renewals • Manage renewals from 90 days pre-expiry to signature • Lead renewal conversations with confidence and clarity • Execute save strategies for at-risk accounts • Reduce churn through proactive engagement Drive Proactive Outreach • Conduct regular outbound health-check and renewal calls • Handle inbound support and cancellation calls professionally • Identify upsell and expansion opportunities Be the Customer Advocate • Build trusted relationships across customer accounts • Take ownership of issues end-to-end no open loops • Collaborate with Product, QA, and Development teams via HubSpot and Jira Track & Act on Data • Monitor customer health scores and KPIs • Identify churn signals early • Use AI tools (ChatGPT, HubSpot AI, Copilot, Fin.AI) to improve communication, reporting, and efficiency Requirements How You’ll Win Here Retention Impact – You consistently hit renewal and retention targets Outreach Discipline – You maintain high proactive call velocity Save Performance – You recover cancellation requests and rebuild trust Customer Confidence – Customers feel heard and supported Operational Excellence – Your processes are clean and measurable What You Bring • 3–5 years in Customer Success, Account Management, or SaaS retention roles • Proven experience handling renewal and cancellation conversations • Strong commercial instinct and comfort discussing contracts and value • High emotional intelligence and resilience under pressure • Excellent time management and ability to prioritize in a fast-paced environment • Fluency in English (French and/or Spanish an asset) • Experience with HubSpot, Jira, or similar CRM tools • Hands-on use of AI tools for productivity and communication • Self-starter attitude in a fully remote environment Culture & Expectations We value ownership, accountability, and clarity. We don’t avoid hard conversations. We solve them. We move fast, stay organized, and support each other. If you’re reading this and thinking, “I want responsibility and impact,” keep going. Benefits Why BrightOrder 100% Remote – Work from anywhere in Canada Competitive salary: $65,000–$85,000 CAD Compensation tied to renewal KPIs Growth culture – Mentorship and internal mobility Access to cutting-edge AI tools Comprehensive company paid health and dental benefits Paid vacation & personal days If this sounds like you, don’t just apply and show us why. Tell us why you thrive in high-accountability environments and how you approach renewals, retention, and tough conversations. At BrightOrder, we don’t hire passengers. We hire builders who protect revenue and raise the bar. This offer from "BrightOrder Inc." has been enriched by Jobgether.com and got a 75% flex score. Apply tot his job Apply To this Job