Senior Customer Experience IT Manager – Migration & Technical Support Leadership for Dental Practice Management SaaS
About brighthush
At brighthush, we’re redefining the way dental practices operate. Our Series‑C funded, vertical SaaS platform empowers dentists to focus on patient care while we handle the complex technical backbone of their practice. From AI‑driven scheduling to seamless imaging integration, brighthush delivers a modern, cloud‑native experience that eliminates the legacy pain points of traditional practice management systems.
Our mission is simple: give every dental provider the tools they need to thrive in a digital world. We’re a fast‑growing, remote‑first company that values innovation, collaboration, and a culture of continuous learning. If you’re passionate about technology, customer success, and making a tangible impact on people’s health, brighthush is the place for you.
Why Join brighthush?
- Competitive base salary + equity package (performance‑based incentives available)
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Unlimited vacation policy – we trust you to balance work and life
- Fully remote, flexible schedule (US‑based)
- Access to cutting‑edge AI tools and automation platforms
- Career‑growth opportunities: leadership tracks, cross‑functional projects, and mentorship programs
- Inclusive, collaborative culture that celebrates diversity and encourages bold ideas
Role Overview
As the Senior Customer Experience IT Manager at brighthush, you will lead a high‑performing team of Migration Technical Customer Support Specialists. Your primary focus will be ensuring flawless technical readiness for every practice’s go‑live, from data migration to imaging setup and DNS transitions. This is a player‑coach role: you’ll spend the majority of your time coaching and developing talent, while still engaging in hands‑on technical work during critical migration windows.
You will report directly to the Head of Onboarding and collaborate closely with Product, Engineering, and Onboarding teams. Your influence will shape the customer journey, drive operational excellence, and help scale brighthush’s migration processes as we expand into new markets.
Key Responsibilities
Team Leadership & Development
- Recruit, hire, and onboard new Migration Specialists, ensuring a diverse and high‑quality talent pipeline.
- Conduct regular 1:1s, performance reviews, and career development plans to nurture growth and retention.
- Define clear SLAs, quality metrics, and performance expectations; hold the team accountable through transparent dashboards.
- Design and refine operational playbooks, runbooks, and knowledge bases that enable the team to scale efficiently.
- Establish a culture of ownership, accountability, and continuous improvement; champion best practices for queue management and client communication.
- Coordinate on‑call and weekend coverage schedules for live migrations, ensuring coverage aligns with peak migration windows.
Technical & Operational Execution
- Guarantee end‑to‑end technical readiness: server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers.
- Act as the senior escalation point for complex migration discrepancies, custom server or imaging environments, and high‑risk accounts.
- Own and continuously refine migration playbooks, runbooks, and internal documentation to reduce friction and improve consistency.
- Maintain hands‑on fluency with PMS backups, virtual machines, PowerShell scripting, remote desktop tools (AnyDesk, TeamViewer), and dental imaging hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix).
- Identify and implement automation opportunities to streamline repetitive tasks and increase migration throughput.
Cross‑Functional Collaboration & Strategy
- Partner with the Manager of Onboarding to align migration timelines, resolve blockers, and maintain transparent status updates.
- Serve as the voice of the field to Product and Engineering: package detailed defect reports, identify patterns, and prioritize long‑term fixes.
- Track and report on key CXIT metrics (cycle time, cutover accuracy, escalation resolution, go‑live incidents) to inform strategy and continuous improvement.
- Champion automation and tooling initiatives that reduce manual workload and increase migration efficiency.
- Collaborate with Sales and Customer Success to provide technical insights that inform pre‑sale and post‑sale engagements.
Essential Qualifications
- 3+ years of experience managing technical support, implementation, or IT teams in a SaaS environment.
- Proven track record of coaching and developing technical talent, with measurable improvements in performance and engagement.
- Hands‑on experience with remote desktop tools (AnyDesk, TeamViewer), virtual machines, PowerShell scripting, and server/hardware troubleshooting.
- Background in SaaS and healthcare, with a strong preference for experience in the dental industry.
- Ability to translate field/customer issues into actionable feedback and bug reports for Product and Engineering.
- Proactive use of AI tools and automation to streamline workflows and improve operational output.
- Exceptional communication skills: able to explain complex technical concepts clearly to non‑technical dental office staff.
- Exposure to dental imaging software/hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix, etc.) is a major plus.
- Remote‑first mindset: comfortable working across Mountain or Pacific Time zones, with flexibility for night and weekend coverage during migrations.
Preferred Qualifications
- Experience leading migration teams for SaaS products in regulated industries (HIPAA, GDPR).
- Knowledge of dental practice management systems (e.g., Dentrix, Eaglesoft) and integration points.
- Background in data migration strategy, ETL processes, and data quality assurance.
- Familiarity with cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
- Certifications in project management (PMP, ScrumMaster) or technical support (HDI, ITIL).
Skills & Competencies
- Leadership & Coaching: inspire, mentor, and develop a high‑performing technical team.
- Technical Expertise: deep understanding of SaaS architecture, remote support, and dental imaging hardware.
- Problem‑Solving: diagnose complex migration issues and devise scalable solutions.
- Communication: articulate technical details to diverse audiences, from developers to dental office staff.
- Process Improvement: design and implement efficient workflows, automation, and documentation.
- Data‑Driven Decision Making: analyze metrics, identify trends, and drive continuous improvement.
- Collaboration: work cross‑functionally with Product, Engineering, Onboarding, and Customer Success.
- Adaptability: thrive in a fast‑moving, remote environment with shifting priorities.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as our product roadmap. As the Senior Customer Experience IT Manager, you will:
- Progress to a Director of Customer Experience or Head of Migration role, overseeing multiple teams and global initiatives.
- Lead cross‑functional projects that shape product strategy, such as new AI‑driven features or compliance enhancements.
- Participate in leadership development programs, mentorship circles, and industry conferences.
- Access a curated learning library, including courses on cloud architecture, AI, and advanced scripting.
- Collaborate with senior executives to influence company‑wide technology and customer success strategies.
Work Environment & Culture
brighthush is built on a foundation of trust, transparency, and a shared commitment to excellence. Our remote‑first culture means you can work from anywhere in the United States, while still enjoying:
- Weekly virtual team huddles and monthly all‑hands meetings.
- Open communication channels (Slack, Teams, Zoom) that foster collaboration across time zones.
- Regular hackathons and innovation sprints where ideas are turned into prototypes.
- A culture that celebrates wins, learns from failures, and continuously iterates.
- Inclusive hiring practices and a focus on diversity, equity, and inclusion.
Compensation & Benefits
We offer a competitive base salary, equity, and performance‑based bonuses. In addition, you’ll receive:
- Health, dental, and vision insurance plans.
- 401(k) with company match.
- Unlimited vacation and flexible working hours.
- Remote‑friendly perks such as home office stipends and wellness allowances.
- Professional development budget and conference travel support.
Ready to Make an Impact?
If you’re a seasoned technical leader who thrives on coaching, problem‑solving, and driving operational excellence, we want to hear from you. Join brighthush and help shape the future of dental practice management – one migration at a time.