EMEA Customer Onboarding Specialist – Driving Rapid Adoption & Success for Global SaaS Clients
About brighthush
brighthush is a trailblazing AI‑powered business messaging platform that unifies chat, calls, and email into a single, intelligent workspace. Since our founding in Hong Kong in 2017, we have empowered companies in more than 127 countries to capture, convert, and retain customers at scale. Recognized by industry leaders such as G2 and SME100, brighthush is the go‑to solution for fast‑growing businesses that want to transform their customer conversations into measurable growth.
Our team is truly global – employees are located across continents, collaborating in a culture that values diversity, inclusion, and continuous learning. At brighthush, we move fast, work smart, and keep the customer at the heart of everything we do. If you’re passionate about digital transformation, AI, and creating real value for customers, you’ll thrive here.
Why Join brighthush?
When you become a part of brighthush, you’ll join a community of smart, collaborative teammates who genuinely care about each other’s growth and success. We’re not just a company; we’re a movement that’s reshaping how businesses communicate with their customers. Here’s what you can expect:
- Opportunity to grow faster than you would anywhere else – we invest heavily in your professional development.
- Engaging virtual events such as talent shows, Among Us nights, and online game sessions to keep the fun alive, no matter where you’re based.
- A highly competitive compensation package that rewards performance and impact.
- A mental health allowance to support your well‑being.
- Flexible working hours and a fully remote environment that fits your lifestyle.
Role Overview
As the first point of contact for new customers after they sign up and subscribe, you will guide them through a live setup that delivers immediate value. Your mission is to help customers connect channels, configure AI agents and automations, and start handling leads – all while ensuring a smooth, engaging onboarding experience.
You’ll work closely with cross‑functional teams – from Sales and Product to Engineering – to translate customer goals into clear, result‑driven plans. Your insights will shape product improvements and drive customer success at scale.
Key Responsibilities
- Collaborate with customers to understand their business goals, use cases, and pain points, and translate these into actionable onboarding plans.
- Guide customers through the entire onboarding journey, ensuring a positive, friction‑free experience from sign‑up to first successful conversation.
- Set up and configure channels, AI agents, and automations so customers can start handling leads immediately.
- Act as the primary point of contact for any customer issues, ensuring timely resolution and a high level of satisfaction.
- Build and maintain strong relationships with internal stakeholders (Sales, Product, Engineering) and external customers.
- Monitor and report on customer satisfaction, platform usage, and adoption metrics, focusing on high retention rates.
- Identify opportunities for upsell and expansion by collaborating with the Sales and Customer Success teams.
- Provide actionable feedback to Product and Engineering to drive continuous improvement of the platform.
Essential Qualifications
- Minimum of 2 years of B2B SaaS experience in customer onboarding, implementation, or customer success.
- Proven track record of working with international customers and managing global accounts.
- Excellent listening skills and the ability to address customer concerns effectively.
- Fluency in English, Italian, and Spanish – able to convey complex ideas clearly in all three languages.
- Strong analytical mindset – able to dig deeper than surface requests to uncover true objectives.
- Experience optimizing complex business processes and workflows.
- Familiarity with business messaging platforms, CRM systems, and customer success tools.
- Curiosity about AI – eager to set up and test AI agents for customers.
- Empathy, organization, and self‑drive – manage multiple customers simultaneously and follow up proactively.
- Comfortable working hours that overlap with customers’ time zones.
- Agile mindset – thrive in a fast‑paced, start‑up environment and eager to make a tangible impact.
Preferred Qualifications
- Experience with API integrations, webhooks, and technical conversations around software architecture.
- Background in digital transformation initiatives across diverse industries.
- Previous experience in a global, distributed team environment.
- Knowledge of data privacy regulations (GDPR, CCPA) and best practices for secure customer data handling.
Skills & Competencies
- Customer‑centric mindset – always looking for ways to add value.
- Strong communication and presentation skills in multiple languages.
- Problem‑solving ability – turning challenges into opportunities.
- Project management – juggling multiple onboarding pipelines efficiently.
- Technical aptitude – comfortable with APIs, integrations, and troubleshooting.
- Collaboration – working seamlessly with Sales, Product, and Engineering.
- Data‑driven decision making – using metrics to guide actions and improvements.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent. As a Customer Onboarding Specialist, you’ll have the chance to:
- Progress into senior Customer Success roles, such as Customer Success Manager or Director of Onboarding.
- Take on product evangelism responsibilities, speaking at industry events and webinars.
- Lead cross‑functional initiatives that shape the future roadmap of brighthush.
- Participate in continuous learning programs, including certifications in AI, customer experience, and project management.
- Mentor new hires and share best practices across the global team.
Work Environment & Culture
brighthush is built on a foundation of trust, transparency, and collaboration. We value:
- Fast decision‑making – we move quickly to deliver value to our customers.
- Clear goals – 100% alignment and 80% accuracy in our plans.
- Direct communication – honest feedback and open dialogue.
- Ownership – stepping up, supporting teammates, and driving outcomes together.
- Human connection – celebrating wins and building trust across the team.
Our remote-first culture means you can work from anywhere, but we also host regular virtual team‑building activities to keep the community strong.
Compensation & Benefits
While specific figures vary by experience and location, brighthush offers a competitive salary package that includes:
- Base salary aligned with market standards for mid‑level Customer Success roles.
- Performance‑based bonuses tied to customer satisfaction and adoption metrics.
- Health and wellness stipend, including a mental health allowance.
- Flexible working hours and a fully remote setup.
- Professional development budget for courses, certifications, and conferences.
- Annual team retreats and virtual social events.
How to Apply
If you’re ready to help customers unlock the full potential of brighthush, we’d love to hear from you. Submit your application through our career portal and join a team that’s shaping the future of customer conversation management.