Senior Bilingual Customer Success & Onboarding Specialist – Dutch/French – Remote Digital Health Platform Champion – Driving Adoption, Retention, and Impact at brighthush

About brighthush

brighthush is not just a company; it’s a movement that is reshaping the way people experience healthcare across Europe. With a footprint that spans Luxembourg, Belgium, the Netherlands, Germany, Switzerland, and Austria, we have built a mobile‑first, cloud‑native platform that connects patients, clinicians, and insurers in a seamless, secure, and user‑centric ecosystem. Our mission is simple yet bold: to make quality healthcare accessible, affordable, and effortless for everyone, regardless of geography or background.

At brighthush, we thrive on the intersection of technology, empathy, and data‑driven insight. We are a fast‑growing, tech‑driven startup that values agility, bold experimentation, and a culture that celebrates every idea. If you are passionate about technology, customer experience, and making a tangible impact on people’s lives, brighthush is the place where your career can accelerate.

Your Role

As a Senior Bilingual Customer Success & Onboarding Specialist, you will be the first touchpoint for new customers and the guardian of their journey from discovery to full platform adoption. You will partner with Sales, Product, Engineering, and Support to ensure a frictionless hand‑off, a smooth onboarding experience, and a high level of customer satisfaction that fuels retention and advocacy.

Key Responsibilities

• End‑to‑End Onboarding Leadership: Own the entire onboarding lifecycle for new customers, from the initial welcome email to the final “platform live” milestone. Design and execute onboarding plans that are tailored to each customer’s size, industry, and goals.
• Product Setup & Training: Conduct live, personalized setup sessions, configure user accounts, and deliver interactive training workshops. Create role‑based learning paths that empower users to unlock the full value of brighthush’s features.
• Progress Monitoring & Analytics: Track onboarding metrics (time‑to‑value, feature adoption, NPS) using analytics dashboards. Identify bottlenecks, surface insights, and recommend data‑driven improvements to the onboarding process.
• Cross‑Functional Collaboration: Work closely with Sales to transition qualified leads into the onboarding pipeline, with Product to relay user feedback, and with Support to resolve any technical or usage issues that arise during the early adoption phase.
• Relationship Management: Maintain regular check‑ins, nurture long‑term relationships, and act as the trusted advisor for all customer queries. Build rapport with key stakeholders and ensure a high level of engagement.
• Feedback Loop & Continuous Improvement: Collect, analyze, and report customer feedback to product and engineering teams. Champion user needs within brighthush and drive continuous improvement of the platform and onboarding experience.
• Retention & Win‑Back Initiatives: Manage cancellation requests, implement win‑back strategies, and encourage consistent platform usage. Work with the Customer Success team to identify at‑risk accounts and develop tailored retention plans.
• Customer Advocacy: Champion customer success across the organization. Represent the voice of the customer in strategy meetings and help shape product roadmaps.
• Documentation & Knowledge Base: Create and maintain clear, concise onboarding guides, FAQs, and video tutorials for both internal teams and external users. Ensure all content is up‑to‑date, accessible, and aligned with brand guidelines.

Essential Qualifications

• High school diploma, general education degree, or equivalent. A bachelor’s degree in Business, Communications, Healthcare, or a related field is a plus.
• Strong foundation in customer service principles and best practices, with a proven track record of delivering exceptional customer experiences.
• Proficiency with CRM tools (e.g., HubSpot, Salesforce), customer success platforms (e.g., Gainsight, Totango), and digital collaboration tools (e.g., Slack, Teams, Zoom).
• Excellent verbal and written communication skills in Dutch, French, and English. Ability to translate complex technical concepts into simple, actionable guidance.
• Analytical mindset with a passion for problem solving, process optimization, and data‑driven decision making.
• Meticulous attention to detail, strong organizational skills, and a commitment to accuracy.
• Team‑player attitude with the ability to balance autonomy and collaboration in a remote, distributed environment.
• Hands‑on approach and comfort navigating unfamiliar situations, troubleshooting issues, and learning new software quickly.

Preferred Qualifications

• Previous experience in customer success, onboarding, or account management within a SaaS or digital health environment.
• Familiarity with healthcare workflows, appointment scheduling systems, or telemedicine platforms.
• Experience using analytics tools (e.g., Google Analytics, Mixpanel, Amplitude) to track user engagement and derive actionable insights.
• Knowledge of data privacy regulations (GDPR, HIPAA) relevant to healthcare data and a commitment to compliance.
• Experience working in a remote, distributed team setting with a proven ability to manage time zones, communication, and collaboration effectively.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help users succeed.
• Communication Excellence: Clear, concise, and persuasive communication across all channels.
• Technical Aptitude: Comfortable learning new software quickly and troubleshooting basic technical issues.
• Project Management: Ability to manage multiple onboarding projects simultaneously while meeting deadlines.
• Data‑Driven Decision Making: Use metrics to assess onboarding effectiveness and identify improvement opportunities.
• Adaptability: Thrive in a fast‑paced, evolving startup environment.
• Collaboration & Influence: Work effectively with cross‑functional teams and influence product decisions.

Career Growth & Learning

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders in product, engineering, and customer success.
• Regular training sessions on industry trends, new product features, and advanced customer engagement techniques.
• Opportunities to contribute to product roadmap discussions, ensuring your insights shape the future of our platform.
• Clear career pathways from Specialist to Manager, and beyond, with performance‑based progression.
• Participation in hackathons, innovation challenges, and cross‑team projects that broaden your skill set.
• Access to a learning stipend for courses, certifications, and conferences that align with your career goals.

Work Environment & Culture

We believe that a vibrant culture fuels innovation. At brighthush you will experience:

• Remote‑First Flexibility: Work from anywhere with occasional visits to our headquarters in Luxembourg for team events.
• Inclusive, diverse, and collaborative team dynamics that value every voice.
• Regular virtual coffee chats, hackathons, and wellness initiatives to keep the team connected.
• A startup mindset that encourages experimentation, learning from failure, and celebrating wins.
• Transparent communication channels, from weekly all‑hands meetings to open‑door policy with leadership.
• Commitment to work‑life balance, with generous paid time off, flexible working hours, and a fully remote work setup.

Compensation & Benefits

While specific figures vary with experience, we offer a competitive salary package that includes:

• Base salary aligned with market standards for senior customer success roles.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Equity options to share in brighthush’s long‑term success.
• Health and wellness benefits, including health insurance and mental health support.
• Generous paid time off, flexible working hours, and a fully remote work setup.
• Continuous learning stipend for courses, certifications, and conferences.
• Access to a digital wellness platform, ergonomic home office stipend, and monthly team wellness challenges.

How to Apply

If you are ready to join a mission‑driven team that is reshaping digital healthcare, we would love to hear from you. Please submit your resume and a brief cover letter explaining why you’re the perfect fit for the Senior Bilingual Customer Success & Onboarding Specialist role at brighthush.

Apply now and help us bring brighter, healthier futures to millions across Europe.