Senior Customer Onboarding & Implementation Lead – Championing SMB, Mid‑Market, and Enterprise Adoption for brighthush’s Innovative Recognition Platform

About brighthush

brighthush is a pioneering B2B SaaS platform that transforms the way organizations recognize and reward their people. By combining data‑driven insights with an intuitive, cloud‑based interface, we empower companies of all sizes to design, launch, and scale vibrant employee recognition programs that boost engagement, retention, and performance. Our mission is simple: make recognition effortless, impactful, and measurable.

With a culture rooted in transparency, collaboration, and relentless customer focus, brighthush has earned recognition as brighthush. We believe that the best ideas emerge from diverse perspectives, and we are committed to fostering an inclusive environment where every team member can thrive.

Why This Role Matters

In the fast‑moving SaaS landscape, the first few weeks after a sale can make or break a customer relationship. The onboarding experience sets the tone for adoption, satisfaction, and long‑term loyalty. As Senior Customer Onboarding & Implementation Lead, you will own the entire journey—from the moment the sales team hands off a new account to the moment the client is fully operational and excited about the platform. Your work will directly influence churn, upsell potential, and the overall health of our customer base.

Because brighthush is scaling rapidly, your impact will be visible across the organization. You will collaborate with Sales, Product, Engineering, and Support to ensure a seamless handoff, and you will become the voice that translates client needs into product enhancements. If you thrive on juggling multiple projects, delighting clients, and creating “wow” moments that set the stage for long‑term success, this is the role for you.

Key Responsibilities

• Own the End‑to‑End Onboarding Journey – From the initial handoff to launch, guide SMB, mid‑market, and enterprise clients through kickoff, configuration, training, and go‑live.
• Manage Multiple Concurrent Implementations – Demonstrate exceptional time‑management, organization, and prioritization skills to keep all projects on track while balancing stakeholder needs.
• Lead Client‑Facing Sessions – Conduct kickoff meetings, platform walkthroughs, training workshops, and milestone check‑ins with confidence and clear direction.
• Drive Platform Configuration & Program Design – Work closely with clients to design reward programs, configure the platform, and plan launch strategies that align with their business goals.
• Provide Technical Guidance – Leverage deep technical knowledge to walk clients through features, integrations, and best practices, ensuring they can fully utilize the platform.
• Collaborate Cross‑Functionally – Partner with Sales, Product, Engineering, and Support to proactively identify risks, resolve blockers, and guarantee all launch requirements are met.
• Document & Handoff – Maintain accurate project documentation and deliver a comprehensive handoff to the Customer Success Manager once the client is live.
• Champion Continuous Improvement – Capture lessons learned, identify process gaps, and recommend enhancements that elevate the onboarding experience for future clients.
• Represent the Voice of the Customer – Translate client feedback into actionable insights for product and service teams, ensuring the platform evolves to meet real‑world needs.

Essential Qualifications

• 3+ years of experience in customer onboarding, implementation, or customer success within a B2B SaaS environment.
• Proven track record of supporting a diverse client base, including SMB, mid‑market, and enterprise accounts with complex, multi‑stakeholder implementations.
• Exceptional organizational skills with the ability to juggle multiple projects, prioritize tasks, and meet tight deadlines.
• Strong presentation, facilitation, and verbal communication skills; comfortable leading client meetings and training sessions.
• Solid understanding of SaaS platforms, integrations, and basic technical troubleshooting.
• Ability to build trust and rapport with senior leaders, HR teams, and cross‑functional partners.
• Proactive, adaptable, and solution‑focused mindset; thrives in a fast‑paced, evolving environment.
• Bachelor’s degree in Business, Digital Marketing, Human Resources, or a related field preferred; equivalent professional experience will also be considered.

Preferred (Nice to Have)

• Experience with HR technology, employee engagement, or rewards and recognition platforms.
• Background in change management, internal communications, or program adoption.
• Familiarity with enterprise security, procurement, or implementation processes.
• Bilingual proficiency in French or Spanish.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for client challenges and a passion for delivering exceptional service.
• Project Management Excellence – Mastery of project planning tools, milestone tracking, and risk mitigation.
• Analytical Thinking – Ability to interpret data, identify trends, and make data‑driven decisions.
• Collaboration & Influence – Skilled at building consensus across cross‑functional teams and influencing stakeholders at all levels.
• Technical Fluency – Comfortable navigating SaaS architectures, APIs, and integration workflows.
• Adaptability & Resilience – Thrive in a dynamic environment, pivoting quickly when priorities shift.
• Communication Mastery – Clear, concise, and persuasive written and verbal communication.

Career Growth & Learning Opportunities

As a key member of the Customer Success team, you will shape onboarding processes, influence product roadmap, and advance into leadership roles such as Senior Onboarding Lead or Director of Customer Success. brighthush invests in your professional growth with:

• Access to industry conferences, webinars, and workshops.
• Online learning subscriptions (brighthush, brighthush, etc.) to deepen technical and soft‑skill knowledge.
• Internal knowledge‑sharing sessions and mentorship from senior leaders.
• Opportunities to present at company‑wide town halls and cross‑departmental initiatives.

Work Environment & Culture

brighthush is a 100% remote, distributed workplace that embraces flexibility and autonomy. We trust our team members to manage their own schedules while staying connected through regular virtual stand‑ups, team‑building events, and open‑door communication channels.

Our culture is built on:

• Transparency – Open sharing of company goals, metrics, and decision‑making processes.
• Collaboration – Cross‑functional teams work together to solve problems and innovate.
• Recognition – We celebrate both personal and professional milestones through our own platform.
• Wellness – Flexible paid time off, wellness days, and resources to support mental and physical health.
• Innovation – A safe space to experiment, fail fast, and iterate quickly.
• Community – Regular virtual coffee chats, hackathons, and volunteer opportunities.

Compensation & Benefits

Competitive base salary ranging from $65,000 to $75,000 CAD, plus performance‑based bonuses. In addition, you will receive:

• Comprehensive health, dental, vision, and extended family plans.
• Annual paid day off and a bonus to help you tick items off your personal bucket list.
• Home office stipend and learning & development budget.
• Access to our rewards platform for personal and professional recognition.
• Flexible work schedule and remote work flexibility.
• 401(k) matching (or equivalent retirement plan) for long‑term financial security.
• Employee stock purchase plan to share in brighthush’s growth.

Diversity, Equity & Inclusion

brighthush is committed to fostering a diverse, equitable, and inclusive workplace. We believe that varied perspectives drive innovation and creativity, and we actively encourage applicants from all backgrounds, especially those from underrepresented groups, to apply. Our hiring process is designed to eliminate bias, and we provide ongoing training to ensure a respectful and supportive environment for everyone.

AI‑Assisted Hiring Process

We use AI‑assisted tools to help review and prioritize applications, ensuring a fair and efficient hiring experience. Human review is involved at every stage of the process, and we are transparent about how AI is used in compliance with Ontario’s Employment Standards Act. Our goal is to streamline the process while maintaining the personal touch that defines brighthush.

Ready to Join brighthush?

If you are passionate about creating memorable onboarding experiences, thrive in a dynamic environment, and want to make a measurable impact on customer success, we would love to hear from you. Apply today and become part of a team that is redefining employee recognition and building better organizational cultures.