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 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 Hub Spot and Jira
Track & Act on Data Monitor customer health scores and KPIs
Identify churn signals early
Use AI tools (Chat GPT, Hub Spot AI, Copilot, Fin. AI) to improve communication, reporting, and efficiency 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 Saa S 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 Hub Spot, Jira, or similar CRM tools
Practical use of AI tools to improve productivity and communication
Self-starter mindset in a fully remote environment 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 Bright Order 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 Bright Order, we don’t hire passengers, we hire builders who protect revenue and raise the bar.
Remote customer success - retention & expansion (remote, united kingdom) in Beccles employer: BrightOrder Inc.
At BrightOrder, we pride ourselves on being an exceptional employer that values innovation and employee growth. Our remote work culture fosters collaboration and flexibility, allowing you to thrive in a supportive environment while making a meaningful impact on customer success. With access to cutting-edge tools and a focus on professional development, you'll have the opportunity to enhance your skills and advance your career in a dynamic and rewarding setting.
