Customer Success - Retention & Expansion (Remote)

10 hours, 25 minutes ago
Full-time
Mid Level
Customer and Technical Support
BrightOrder

BrightOrder

BrightOrder offers a cloud-based heavy duty fleet maintenance and management software, EMDECS, designed to streamline operations for repair shops, fleet owners, and operators worldwide through integrated telematics and customizable modules.

Household Durables
51-250
Founded 1996

Description

  • Own renewals from 90 days before expiration through signature.
  • Lead renewal, cancellation, and save conversations with confidence and professionalism.
  • Proactively contact at-risk customers through outbound health-check and renewal calls.
  • Handle inbound support and cancellation calls while protecting revenue and customer trust.
  • Identify upsell and expansion opportunities across customer accounts.
  • Build trusted relationships and act as the customer advocate across the account lifecycle.
  • Take ownership of customer issues end-to-end and ensure there are no open loops.
  • Collaborate with Product, QA, and Development teams using HubSpot and Jira.
  • Monitor customer health scores, KPIs, and churn signals to act early.
  • Use AI tools to improve communication, reporting, and efficiency.

Requirements

  • 3–5 years of experience in Customer Success, Account Management, or SaaS retention roles.
  • Proven experience handling renewal and cancellation conversations.
  • Strong commercial instinct and comfort discussing contracts and customer 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 is 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.

Benefits

  • 100% remote work from anywhere in Canada.
  • Competitive salary of $65,000–$85,000 CAD.
  • Compensation tied to renewal KPIs.
  • Mentorship and internal mobility in a growth-oriented culture.
  • Access to cutting-edge AI tools.
  • Comprehensive company-paid health and dental benefits.
  • Paid vacation and personal days.

Interested in this position?

Apply directly on the company website

Apply Now

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