At a Glance
- Tasks: Engage with customers to boost retention and drive growth through meaningful conversations.
- Company: BrightOrder, a leader in innovative fleet management solutions.
- Benefits: Remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team focused on customer advocacy and operational excellence.
- Why this job: Make a real impact by turning customer challenges into opportunities for success.
- Qualifications: 3-5 years in Customer Success with strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
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
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.
Remote Customer Success - Retention & Expansion (Remote, United Kingdom) in Woking 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 significant impact on customer success. With opportunities for professional development and a commitment to recognising and rewarding your contributions, joining our team means being part of a mission-driven company that empowers you to turn challenges into opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success - Retention & Expansion (Remote, United Kingdom) in Woking
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BrightOrder Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BrightOrder Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Success - Retention & Expansion (Remote, United Kingdom) in Woking
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BrightOrder Inc.:Your cover letter is your chance to shine! Tell us why you want to work at BrightOrder Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BrightOrder Inc.!
How to prepare for a job interview at BrightOrder Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
