Remote Customer Success - Retention & Expansion; Remote

Position: Remote Customer Success - Retention & Expansion (Remote)
Who We Are
At Bright Order, 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 Hub Spot and Jira

Track & Act on Data

Monitor customer health scores and KPIs

Identify churn signals early

Use AI tools (ChatGPT, Hub Spot AI, Copilot, Fin.AI) to improve communication, reporting, and efficiency

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 Hub Spot, 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.

Why Bright Order
100% Remote - Work from anywhere in Canada

Competitive salary: $65, 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

At Bright Order, we don't hire passengers.

We hire builders who protect revenue and raise the bar.