Customer Success & Onboarding Specialist – LATAM Remote – Champion Client Success, Drive Product Adoption, and Shape Onboarding Excellence at brighthush

About brighthush

brighthush is a trailblazing customer experience platform that empowers businesses across the globe to deliver seamless, personalized support at scale. By marrying cutting‑edge technology with a human‑centric approach, we help SaaS, fintech, and e‑commerce partners reduce churn, unlock upsell opportunities, and build lasting loyalty. Our mission is simple yet ambitious: transform every customer interaction into a moment of delight and measurable value.

Founded on the principles of curiosity, collaboration, and continuous learning, brighthush has grown into a vibrant community of innovators who thrive on solving complex problems. Whether you’re a seasoned professional or a recent graduate, you’ll find a culture that celebrates diversity, rewards results, and nurtures your growth. At brighthush, your ideas matter, and your career path is shaped by the impact you create.

Role Overview

We’re seeking a proactive Customer Success & Onboarding Specialist to join our LATAM team in a fully remote capacity. As the first point of contact for new clients, you will guide them through the entire onboarding journey, ensuring they realize the full value of our platform from day one. You will collaborate across time zones with product, engineering, and support teams, and play a pivotal role in shaping the customer experience that drives retention and growth.

Why This Role Matters

• Direct Impact on Customer Satisfaction: Your work will shape the first impression clients have of brighthush, influencing their long‑term loyalty.
• Process Innovation: You’ll identify bottlenecks, propose improvements, and help create a faster, smoother onboarding flow.
• Trusted Advisor: By building strong relationships, you’ll become the go‑to resource for clients, positioning yourself as a strategic partner.
• Product Feedback Loop: Real‑world insights from your interactions will inform product enhancements and roadmap decisions.

Key Responsibilities

• Onboarding Excellence: Engage new customers via phone, email, and text to guide them through account activation, configuration, and first‑time use. Craft personalized onboarding plans that align with each client’s business objectives.
• Product Evangelism: Deliver compelling product demos and workshops that highlight key features, cost‑saving benefits, and best practices to maximize ROI.
• Technical Troubleshooting: Resolve common setup issues—such as PIN entry, initial login, and integration queries—while maintaining a calm, solution‑oriented mindset.
• Consultative Support: Conduct discovery sessions to understand each client’s goals, pain points, and success metrics, tailoring onboarding recommendations accordingly.
• Progress Monitoring: Track onboarding milestones, send timely reminders, and proactively address roadblocks to keep clients on schedule.
• Process Improvement: Partner with product, engineering, and support teams to refine onboarding flows, update documentation, and streamline knowledge base content.
• Relationship Building: Maintain a positive, proactive approach in all interactions, fostering trust and long‑term partnership.
• Data Management: Log all customer interactions accurately in our CRM, ensuring up‑to‑date records for analytics and reporting.
• Team Collaboration: Participate in weekly syncs, share insights, and contribute to knowledge‑sharing sessions that elevate the entire customer success organization.

Essential Qualifications

• Proven experience in customer success, onboarding, or account management roles—ideally within SaaS or fintech environments.
• Fluent in both English and Spanish, with strong written and verbal communication skills.
• Based in LATAM, with a deep understanding of regional market nuances and cultural dynamics.
• Reliable high‑speed internet connection and a dedicated, distraction‑free home office setup.
• Strong problem‑solving skills and the ability to think on your feet.
• Positive, professional attitude with a genuine customer‑first mindset.
• Excellent written communication skills, capable of crafting clear, concise, and engaging emails and texts.

Preferred Qualifications

• Experience working with SaaS or fintech products, especially in a B2B context.
• Familiarity with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Knowledge of data privacy regulations in LATAM (GDPR, LGPD, etc.).
• Previous remote work experience with flexible time‑zone coverage.
• Experience creating onboarding documentation, tutorials, or knowledge base articles.

Skills & Competencies

• Communication: Articulate complex concepts in simple terms; active listening.
• Empathy: Understand client pain points and respond with genuine care.
• Time Management: Prioritize tasks, meet deadlines, and manage multiple onboarding pipelines.
• Analytical Thinking: Interpret usage data to identify trends and recommend improvements.
• Collaboration: Work effectively with product, engineering, and marketing teams.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Technical Aptitude: Quickly learn new software and troubleshoot basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. You’ll have access to:

• Monthly learning sessions covering product updates, industry trends, and soft‑skill development.
• Mentorship from senior customer success leaders who guide your career trajectory.
• Clear pathways to advanced roles such as Customer Success Manager, Product Evangelist, or Customer Experience Lead.
• Cross‑departmental projects that broaden your skill set and increase your visibility across the organization.
• Annual performance reviews with transparent metrics for salary increases and promotions.
• Opportunities to contribute to strategic initiatives, such as customer advocacy programs and community building.

Work Environment & Company Culture

Our remote‑first culture empowers you to work from anywhere in LATAM, as long as you have a reliable internet connection. We value:

• Flexibility: Work hours that align with your local time zones while meeting key collaboration windows.
• Inclusivity: A diverse team that respects and celebrates different perspectives.
• Transparency: Open communication channels, regular town‑hall meetings, and an open‑door policy with leadership.
• Well‑being: Access to mental health resources, wellness stipends, and regular virtual team‑building activities.
• Recognition: Employee of the Month, peer‑to‑peer shoutouts, and performance‑based bonuses.

Compensation & Benefits

We offer a competitive hourly rate of $20/hr, paid bi‑weekly. In addition to base pay, you’ll enjoy:

• Health and dental insurance options (for eligible employees).
• Paid time off (PTO) and flexible vacation policies.
• Professional development stipend for courses, certifications, or conferences.
• Monthly tech allowance to maintain a high‑quality home office setup.
• Employee referral bonuses for bringing top talent to brighthush.
• Annual performance bonuses tied to company and individual metrics.
• Access to a comprehensive employee wellness program, including virtual fitness classes and mindfulness sessions.

How to Apply

Ready to make a real impact on customer journeys and accelerate your career? Submit your resume and a brief cover letter highlighting your experience in customer success and onboarding. Tell us why you’re excited to join brighthush and how you can help our clients thrive.

Closing

At brighthush, we’re not just building a platform; we’re building relationships that last. If you’re passionate about helping clients succeed, thrive in a dynamic remote environment, and want to grow with a forward‑thinking company, we want to hear from you. Join us and turn every onboarding call into a success story.