Dynamic Customer Onboarding & Success Specialist – Driving Seamless User Adoption, Engagement, and Retention at brighthush

About brighthush

brighthush is a forward‑thinking technology company that is redefining how behavioral health professionals connect with the talent they need. By building a cloud‑based marketplace that links Applied Behaviour Analysis (ABA) providers with highly qualified Registered Behavior Technicians (RBTs), we empower clinicians to deliver high‑quality care while giving RBTs flexible, rewarding career opportunities. Our platform is built on a foundation of trust, data‑driven insights, and a relentless focus on user experience. As we scale, we’re looking for passionate, people‑centric professionals who can help us maintain the same level of service excellence that has become our hallmark.

Why This Role Matters

Customer onboarding is the first touchpoint that shapes a user’s entire journey. In a space where every interaction can influence clinical outcomes and staffing efficiency, the Customer Onboarding & Success Specialist is the linchpin that ensures our providers and RBTs feel supported, confident, and ready to thrive on the platform. Your work will directly impact user satisfaction scores, retention rates, and the overall growth trajectory of brighthush.

Key Responsibilities

1. End‑to‑End Onboarding Leadership

• Guide new ABA providers through a structured onboarding workflow, ensuring they complete all necessary documentation, set up their practice profiles, and understand how to submit coverage requests.
• Assist RBTs in registering via the mobile app, verifying credentials, and completing their onboarding checklist.
• Proactively identify incomplete profiles or missing information, and follow up with personalized outreach to close gaps.
• Own the follow‑up cadence, ensuring no onboarding step is left unattended and that users progress smoothly to full platform engagement.
• Maintain a clear audit trail of onboarding status for each user, enabling data‑driven insights into bottlenecks and success rates.

2. Customer Support & Platform Guidance

• Serve as the primary point of contact for routine questions from providers and RBTs regarding platform features, billing, and best practices.
• Demonstrate platform functionality through live walkthroughs, video tutorials, and written guides, tailoring explanations to the user’s level of technical comfort.
• Check in with providers to confirm they can navigate the portal, submit coverage requests, and access analytics dashboards.
• Deliver a consistently friendly, patient, and professional experience that reinforces brighthush’s reputation for outstanding service.
• Build lasting relationships with users, fostering trust and encouraging open communication about their needs and feedback.

3. Customer Success & Engagement

• Monitor onboarding progress metrics, flagging users who may require additional support or intervention.
• Engage with providers and RBTs to encourage completion of profiles, active usage, and ongoing platform engagement.
• Identify patterns of confusion or friction within the platform, and collaborate with product and engineering teams to refine user flows.
• Collect and synthesize recurring questions, pain points, and success stories to inform continuous improvement initiatives.

4. CRM & Administrative Coordination

• Keep the CRM database current, recording contact details, onboarding stages, communication history, and next steps.
• Track outstanding follow‑ups, ensuring timely outreach and resolution.
• Utilize company phone, email, and messaging systems to maintain consistent, documented conversations.
• Generate regular reports on onboarding metrics, user satisfaction, and escalation rates for leadership review.

5. Issue Identification & Escalation

• Detect potential platform bugs, technical glitches, or recurring user challenges during onboarding.
• Gather detailed information, including screenshots and logs, and forward tickets to the appropriate technical team.
• Follow up on unresolved issues, keeping users informed of progress and expected resolution timelines.
• Apply sound judgment to differentiate between routine inquiries and issues that require escalation, ensuring efficient use of resources.

Essential Qualifications

• Proven experience in customer service, customer success, client relations, onboarding, or a similar customer‑facing role.
• Excellent verbal and written English communication skills, with a polished telephone presence.
• Friendly, patient, and personable demeanor when interacting with diverse user groups.
• Strong organizational abilities and a track record of meticulous follow‑through on multiple concurrent tasks.
• Proactive, reliable, and capable of managing conversations and outstanding items independently.
• Quick learner with the ability to master new processes, systems, and tools rapidly.
• Comfortable using phone, email, messaging platforms, and CRM systems (e.g., brighthush, brighthush).
• High attention to detail when handling user data, onboarding stages, and follow‑up activities.
• Self‑motivated and capable of working autonomously in a remote environment while maintaining effective communication with the broader team.

Preferred (Nice to Have)

• Experience supporting a healthcare, medical, or ABA‑related business.
• Familiarity with ABA services, RBT roles, or healthcare staffing dynamics.
• Background in onboarding users to software platforms, mobile apps, or online portals.
• Experience working in a fast‑growing, technology‑enabled service environment.

Skills & Competencies

• Customer‑centric mindset with a passion for creating frictionless experiences.
• Strong problem‑solving skills and the ability to think analytically about user journeys.
• Excellent communication, both written and verbal, with the ability to simplify complex concepts.
• Adaptability to changing priorities and the capacity to thrive in a dynamic, remote setting.
• Team player who collaborates effectively with product, engineering, and marketing teams.
• Data‑driven approach: comfortable interpreting metrics and translating insights into action.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Customer Onboarding & Success Specialist, you will:

• Progress into senior customer success roles, such as Customer Success Manager or Director of Customer Experience.
• Gain exposure to product strategy, user research, and data analytics, positioning you for cross‑functional leadership roles.
• Participate in ongoing training programs, including industry certifications in customer success (CSM, CSMP) and behavioral health best practices.
• Collaborate with a diverse, global team, enhancing your cross‑cultural communication and remote collaboration skills.
• Contribute to the design of new onboarding flows and platform features, shaping the future of brighthush’s product roadmap.

Company Culture & Work Environment

brighthush is built on a foundation of transparency, collaboration, and continuous improvement. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere while staying connected through weekly virtual huddles, asynchronous communication, and a robust digital workspace.
• Inclusive Community: A diverse team that values different perspectives, encourages open dialogue, and celebrates collective achievements.
• Impact‑Driven Mission: Every task you perform directly supports clinicians and RBTs in delivering better care, giving you a tangible sense of purpose.
• Growth Mindset: Regular knowledge‑sharing sessions, mentorship programs, and access to industry conferences keep you at the cutting edge of customer success and behavioral health.
• Work‑Life Balance: Flexible hours, generous paid time off, and a focus on mental well‑being help you thrive both personally and professionally.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for remote customer success roles.
• Performance‑based bonuses tied to onboarding completion rates, user satisfaction scores, and retention metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching program to support your long‑term financial goals.
• Unlimited paid time off and a generous parental leave policy.
• Continuous learning stipend for courses, certifications, and conferences.
• Access to wellness programs, mental health resources, and a supportive employee assistance program.

How to Apply

If you’re a people‑focused professional who thrives on delivering exceptional service, enjoys building relationships, and is eager to shape the future of behavioral health technology, we want to hear from you. Join brighthush and play a pivotal role in ensuring our users succeed from day one.

Ready to make an impact? and help us bring brighter futures to providers and RBTs worldwide.