Customer Onboarding & Learning Systems Specialist – Architect & Trainer for Scalable Digital Adoption at brighthush

About brighthush

brighthush is a trailblazing SaaS platform that empowers sports facilities, gyms, and membership‑based businesses to streamline operations, enhance member engagement, and drive sustainable growth. With a global footprint and a customer base that spans over 30,000 active users, brighthush is committed to delivering intuitive, data‑driven solutions that transform the way fitness and recreation organizations operate. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We believe that every interaction with a client is an opportunity to learn, iterate, and create lasting value.

Why This Role Matters

As brighthush scales, the speed and quality of our customer onboarding process become critical levers for revenue, retention, and product adoption. The Customer Onboarding & Learning Systems Specialist will be the linchpin between our clients and the platform, ensuring that every new user not only understands how to use brighthush but also realizes tangible business outcomes quickly. This role blends hands‑on training, instructional design, and technology architecture to build a future‑proof, self‑guided onboarding ecosystem that reduces reliance on live sessions and frees our training team to focus on high‑impact, consultative support.

Key Responsibilities

1. Deliver Exceptional Client Training & Onboarding

• Act as the subject‑matter expert across all brighthush products, guiding new clients through the critical first months of implementation.
• Assess each client’s goals, business model, and technical maturity to craft customized training plans that align with their success metrics.
• Conduct live, interactive training sessions (via Zoom or other video platforms) for both basic and advanced feature usage, tailoring the pace and depth to each client’s comfort level.
• Collaborate closely with Sales and Account Management to ensure onboarding milestones are met on schedule and integrated into the broader customer journey.
• Demonstrate patience, professionalism, and a genuine client‑first mindset when resolving questions or troubleshooting issues.
• Provide strategic product recommendations that enhance the client’s operational efficiency and align with their long‑term objectives.

2. Build a Scalable Self‑Guided Onboarding Program

• Design and implement structured onboarding tracks tailored to distinct customer segments (e.g., small gyms, large recreation centers, corporate wellness programs).
• Develop a library of high‑quality learning resources: short training videos, step‑by‑step tutorials, self‑guided courses, and knowledge‑base articles.
• Create learning paths that cover new customer onboarding, advanced product usage, and feature releases, ensuring a seamless progression.
• Replace feature walkthroughs with engaging digital content, reducing the need for live training sessions by at least 50% within the first year.

3. Implement Digital Adoption & Learning Tools

• Own and optimize our digital adoption platform (e.g., Userpilot, WalkMe, Pendo, or Appcues) to deliver in‑app guidance, product tours, and contextual help experiences.
• Implement and manage a Learning Management System (LMS) that tracks course completion, certifications, and learning analytics.
• Design guided product walkthroughs that help users learn the platform in the flow of their daily work.

4. Integrate AI into Customer Education

• Content Creation & Maintenance
  • Leverage AI to rapidly update training materials after each product release, ensuring content stays current.
  • Transform recorded onboarding sessions into searchable summaries, short how‑to clips, and FAQ entries.
  • Build reusable AI prompt templates for common content types (release notes, help articles, session recaps) to maintain consistency.
• Personalized Onboarding
  • Use AI to analyze a new customer’s setup, industry, and goals before kickoff, tailoring the training plan accordingly.
  • Identify customers lagging in onboarding based on usage data and trigger targeted learning content or outreach.
  • Design adaptive learning paths that adjust to a customer’s progress and proficiency.
• Self‑Service & Support Deflection
  • Partner with Support to mine ticket data for recurring questions, prioritizing new training content based on insights.
  • Audit knowledge‑base content regularly with AI to flag outdated, duplicate, or missing articles.
  • Build contextual in‑app guidance that surfaces the right help article or walkthrough at the moment a customer needs it.

5. Cross‑Functional Collaboration

• Partner with Customer Success, Support, and Product teams to identify friction points in onboarding and design solutions that shorten time‑to‑value.
• Work closely with the Training Team Lead to coordinate onboarding activities and share best practices.
• Leverage Salesforce to track client training progress, document feedback, and streamline training initiatives.
• Evaluate and document client feedback for the product development team’s review.
• Ensure all education content aligns with current product capabilities and best practices.

6. Measure & Continuously Improve

• Track key metrics: onboarding completion rates, time‑to‑first‑value, training engagement, and reduction in live training hours.
• Brainstorm and execute client engagement and retention initiatives such as video tutorials, webinars, and user guides.
• Continuously refine learning programs based on data, customer feedback, and evolving product capabilities.

Qualifications

Required

• Minimum 2 years of experience in software training, customer onboarding, customer success, or a related field.
• Hands‑on experience delivering structured learning programs, training plans, or onboarding flows.
• Strong verbal and written communication skills, with the ability to translate complex product functionality into simple, approachable learning experiences.
• Proven ability to prioritize, multi‑task, and work independently with minimal supervision in a fast‑paced environment.
• Strong work ethic and the ability to meet deadlines while managing multiple client relationships.
• A patient, client‑first mindset with a genuine commitment to resolving issues and driving client success.

Preferred

• Experience with Digital Adoption Platforms (Userpilot, WalkMe, Pendo, Appcues, or similar).
• Experience implementing or managing a Learning Management System (LMS).
• Familiarity with AI tools for content creation, knowledge management, or training personalization.
• Knowledge of Salesforce for tracking training progress and client data.
• Video editing experience for producing training and tutorial content.
• Prior experience in the SaaS industry; familiarity with the sports, fitness, or recreation industry is a strong plus.
• Experience working with SaaS customer success or training teams.

Skills & Attributes

• Strong systems thinking and process design – you see patterns and build solutions that scale.
• Instructional design sensibility – you know how to structure information so people actually learn it.
• Comfortable experimenting with new tools and technologies, and sharing what you learn with the team.
• Data‑driven mindset – you use metrics to inform decisions and demonstrate impact.
• Collaborative and communicative – you build strong relationships with clients and teammates alike.
• Organized and detail‑oriented – you can manage multiple client implementations simultaneously without dropping the ball.

What Success Looks Like (First 12 Months)

• Successfully onboard a full book of new clients while delivering high‑quality, personalized training.
• Reduce average live training hours per client from 6 hours toward 3 hours through self‑guided content.
• Launch a structured self‑guided onboarding program with supporting video, tutorial, and LMS content.
• Stand up and optimize our digital adoption platform to deliver in‑app onboarding guidance.
• Introduce AI‑powered knowledge and learning resources that measurably reduce support inquiries.
• Enable the broader training team to shift focus from feature walkthroughs to consultative, high‑value onboarding.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining how fitness and recreation businesses operate. We offer:

• Competitive salary and performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, flexible work arrangements (remote or hybrid), and a supportive work‑life balance.
• Continuous learning and professional development opportunities, including access to industry conferences, certifications, and internal knowledge sharing.
• A culture that celebrates innovation, collaboration, and personal growth.
• Impactful work that directly influences customer success and company growth.

Ready to Shape the Future of Customer Education?

If you thrive in a fast‑moving environment, love building scalable learning solutions, and are passionate about helping customers succeed, we want to hear from you. Join brighthush and help us create an onboarding experience that is as dynamic and engaging as the businesses we serve.

Apply today and become a key driver of customer success at brighthush.