Customer Success - Retention & Expansion (Remote)
About The Position
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. 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.
Requirements
- 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
Responsibilities
- 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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
