Customer Onboarding Specialist – SaaS Fitness Technology – Accelerate Activation, Reduce Early Churn, and Drive Long‑Term Success at brighthush

About brighthush

brighthush is the AI‑powered gym‑management platform that is redefining how boutique fitness studios operate, connect, and grow. With over 5,000 gyms and 500,000 members already on board, brighthush processes roughly $1 B in annual revenue, turning data into actionable insights that help independent fitness entrepreneurs thrive. Backed by leading venture capital firms and fueled by a relentless focus on artificial intelligence, brighthush delivers a suite of tools—gym management, CRM & marketing automation, and website services—that empower owners to make faster decisions, unlock new revenue streams, and collaborate across a vibrant, connected ecosystem.

Why Join brighthush?

At brighthush, we’re on a mission to level the playing field for independent fitness entrepreneurs worldwide. We believe that AI should enhance the human side of fitness, not replace it. If you’re passionate about technology, love the fitness industry, and want to help shape the future of boutique studios, brighthush is the place for you.

About the Onboarding Team

The Onboarding Team is the first touchpoint for every new brighthush customer. Our goal is to deliver a consistent, high‑quality experience that drives Time to First Value and reduces early churn. We’re a globally distributed, async‑first team that values direct, respectful communication and strong ownership. By removing friction from the customer journey, we enable gym owners to get to work faster and more confidently.

About the Role

The Customer Onboarding Specialist is the human bridge between a new brighthush client and the full power of our platform. This full‑stack onboarding role spans the entire brighthush product suite—gym management, CRM & marketing automation, and website services. You’ll guide customers through setup, accelerate Time to First Value, and lay the foundation for long‑term success. Whether a client is adopting a single product or multiple products simultaneously, you’ll sequence setup tracks, manage dependencies, and adapt your approach as priorities shift.

Key Responsibilities

• Lead end‑to‑end onboarding for new brighthush customers, from kickoff to launch.
• Conduct one‑on‑one calls, screen‑share sessions, and Intercom support to guide clients through key configurations, integrations, and initial workflows.
• Educate clients on workflows that align with their business goals and operating model.
• Track onboarding progress using CRM tools, proactively follow up to remove blockers, and ensure milestones are met on time.
• Collaborate with Support, Operations, and Product teams to identify and close onboarding gaps.
• Review, update, and create help documentation and training materials to improve clarity and reduce friction.
• Identify early churn signals, assess risk, and elevate concerns to the appropriate teams.
• Provide real‑time how‑to guidance via chat for customers in the onboarding phase.
• Develop deep product expertise across the brighthush platform, staying current on new releases, feature updates, and best practices.
• Lead scaled onboarding programs, including the creation of playbooks, automation, and metrics dashboards.

Success Metrics

• Time to Complete Onboarding – the duration from contract signing to account launch.
• Onboarding CSAT – client satisfaction score for the onboarding experience.
• Early Retention – churn reduction targets within the first six months.

Essential Qualifications

• 2+ years of experience in SaaS onboarding, implementation, or client‑facing roles.
• Proven ability to manage customers through multi‑step, multi‑week setup processes with consistent follow‑through.
• Strong project management skills, with a track record of meeting milestones and deadlines.
• Excellent verbal and written communication—able to explain technical concepts simply and confidently.
• High attention to detail and disciplined use of systems and tracking tools.
• Empathy and calm under pressure when supporting customers who feel overwhelmed.
• Experience delivering onboarding over video, screen share, and live troubleshooting sessions.

Preferred Qualifications

• Experience building or improving onboarding playbooks, content, or automation.
• Prior experience with brighthush software (current or former client).
• Background in SMB ownership or management, especially gyms and fitness operations.
• Understanding of fitness business operations and the ability to translate software capabilities into actionable insights.
• Experience supporting CRM pipelines, lead management, or messaging workflows.
• Experience in gym ownership, gym management, or fitness operations.

Core Skills & Qualities

• Ability to fluidly context‑switch between calls, chat support, and follow‑up work.
• Comfort screen‑sharing across desktop and mobile environments during live onboarding.
• Proven ability to manage multiple onboarding timelines simultaneously without sacrificing quality.
• Strong written and verbal communication that builds trust and momentum.
• Comfort working in CRM systems to track progress, risks, and outcomes.
• Adaptability to different business models and client needs.
• Ownership mindset with accountability for outcomes, not just meetings completed.
• Comfort working asynchronously with cross‑functional partners.

Tools & Systems

• Daily tools: Intercom, HubSpot, Zoom, Slack, Google Workspace.
• Familiarity with brighthush products is preferred but not required.

Career Growth & Learning Opportunities

At brighthush, your growth is as dynamic as the industry we serve. As you master the onboarding process, you’ll have the opportunity to:

• Lead the design and execution of large‑scale onboarding programs for enterprise clients.
• Transition into Product Management or Customer Success Leadership roles.
• Mentor new hires and shape the onboarding culture across the organization.
• Participate in cross‑functional initiatives that influence product roadmap and customer experience.
• Attend industry conferences, workshops, and training sessions to stay ahead of fitness‑tech trends.

Company Culture & Work Environment

brighthush is a global team of builders, operators, and fitness fanatics who thrive on collaboration, curiosity, and a shared commitment to customer success. We value:

• Async communication and flexible work arrangements.
• Direct, respectful dialogue and constructive feedback.
• Ownership and accountability for outcomes.
• Continuous learning and improvement.
• Inclusivity and a zero‑tolerance stance on discrimination or harassment.

Compensation & Benefits

While specific salary ranges vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Equity incentive plan to share in the company’s growth.
• Flexible paid time off (PTO) and public holidays.
• Comprehensive health care plan (medical, dental, vision).
• Company‑sponsored 401(k) with matching contributions.
• Life insurance and family leave (maternity, paternity).
• Work‑from‑home stipend and wellness stipend.
• Professional development budget and access to industry events.

How to Apply

If you’re ready to make a tangible impact on the fitness industry, help boutique studios unlock their full potential, and grow your career in a fast‑moving, AI‑driven environment, we want to hear from you. Submit your application through the link below and join brighthush on our mission to empower independent fitness entrepreneurs worldwide.