Customer Success - Retention & Expansion (Remote, United Kingdom)

Job Description

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 across international markets, retention and customer growth are mission-critical.

This role is not about maintaining accounts.
It’s about protecting recurring 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, manage cancellation conversations, proactively engage at-risk customers, and ensure we consistently deliver measurable value.

If you remain composed under pressure, don’t shy away from difficult discussions, and see 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 through to signature
  
  
• Lead renewal conversations with confidence and commercial clarity
  
  
• Execute save strategies for at-risk accounts
  
  
• Reduce churn through structured, 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 achieve renewal and retention targets
  
  
• Outreach Discipline – You maintain strong proactive call cadence
  
  
• Save Performance – You successfully recover cancellation requests and rebuild trust
  
  
• Customer Confidence – Customers feel heard, supported, and valued
  
  
• Operational Excellence – Your processes are structured, organised, and measurable
  
  

What You Bring

• 3–5 years’ experience in Customer Success, Account Management, or SaaS retention roles
  
  
• Proven experience leading renewal and cancellation conversations
  
  
• Strong commercial instinct and confidence discussing contracts, pricing, and value
  
  
• High emotional intelligence and resilience under pressure
  
  
• Excellent time management in a fast-paced environment
  
  
• Fluency in English (additional European languages an advantage)
  
  
• Experience with HubSpot, Jira, or similar CRM tools
  
  
• Practical use of AI tools to improve productivity and communication
  
  
• Self-starter mindset in a fully remote environment

Benefits

Culture & Expectations

We value ownership, accountability, and clarity.
We don’t avoid hard conversations.
We solve them.

We move quickly, stay organised, and support each other.

If you’re reading this and thinking, “I want responsibility and measurable impact,” keep going.

Why BrightOrder

• 100% Remote - Work from anywhere in the UK
  
  
• Competitive salary: £35,000–£45,000 GBP
  
  
• Performance-linked compensation tied to renewal KPIs
  
  
• Growth culture - Mentorship and internal mobility
  
  
• Access to cutting-edge AI tools
  
  
• Private healthcare contribution
  
  
• Pension contribution
  
  
• Generous annual leave plus bank holidays
  
  

If this sounds like you, don’t just apply, show us why.

Tell us why you thrive in high-accountability environments and how you approach renewals, retention, and difficult conversations.

At BrightOrder, we don’t hire passengers, we hire builders who protect revenue and raise the bar.