Senior Customer Onboarding & Learning Systems Architect – AI‑Powered, Scalable Training Design Lead at brighthush – Championing Seamless Adoption, Accelerated Growth, and Data‑Driven Success Across Global Fitness Communities

About brighthush

brighthush is more than a SaaS platform; it’s a global movement that empowers gyms, community centers, and specialty clubs to streamline operations, elevate member experiences, and achieve sustainable growth. With a presence in over 1,200 active client accounts worldwide, we deliver intuitive, data‑rich solutions that help our partners thrive in an industry that’s evolving faster than ever. Our mission is simple: make every member’s journey seamless, engaging, and measurable.

At brighthush, curiosity fuels innovation, collaboration drives results, and a relentless focus on customer success shapes everything we do. We believe that the best products are built with the end‑user in mind, and that the journey from first click to full adoption is as important as the features themselves. That’s why we’re investing heavily in modern onboarding and education experiences that enable our users to adopt our platform quickly, confidently, and independently.

Why This Role Matters – The Heartbeat of Customer Success

As the Senior Customer Onboarding & Learning Systems Architect, you will be the linchpin between our customers and the technology that powers their businesses. You will shape the first impression of our platform, turning complex features into clear, actionable knowledge. Your work will directly influence customer satisfaction, reduce support tickets, and accelerate time‑to‑value for every new client. In a world where digital adoption is paramount, your expertise will help us transition from a labor‑intensive, live‑session model to a scalable, self‑guided ecosystem that grows with us.

Key Responsibilities – From Live Sessions to AI‑Powered Learning

Deliver Client Training & Onboarding

• Act as the subject‑matter expert across all brighthush products, guiding new clients through the critical first months of implementation.
• Assess each client’s goals and business needs; design customized training plans that align with their objectives.
• Conduct live virtual video conferencing sessions for basic and advanced usage, tailoring your approach to each client’s technical comfort level.
• Collaborate with Sales and Account Management to ensure onboarding milestones are met on schedule and aligned with client timelines.
• Provide patient, professional support to resolve outstanding questions or issues, ensuring a seamless transition to self‑service.
• Recommend product enhancements that support clients’ broader business goals and capture opportunities for upsell.
• Document and share best‑practice insights with the broader Customer Success team to elevate overall onboarding quality.

Build a Scalable Self‑Guided Onboarding Program

• Design and implement structured onboarding tracks for different customer segments and use cases.
• Develop a library of learning resources: short training videos, step‑by‑step tutorials, self‑guided courses, and knowledge‑base articles.
• Create learning paths for new onboarding, advanced usage, and new feature releases.
• Reduce reliance on live training by replacing feature walkthroughs with high‑quality digital content.
• Establish a feedback loop to continuously refine content based on learner analytics and direct input.
• Coordinate with the Product team to ensure content stays aligned with the latest feature releases.

Implement Digital Adoption & Learning Tools

• Own and optimize our digital adoption platform (brighthush) to deliver in‑app guidance, product tours, and contextual help.
• Implement and manage a Learning Management System (LMS) for structured, trackable training delivery.
• Design guided product walkthroughs that help users learn the platform in the flow of their work.
• Integrate analytics dashboards to monitor engagement, completion rates, and learning outcomes.
• Ensure seamless data flow between the LMS, digital adoption platform, and CRM for a unified view of customer progress.

Integrate AI into Customer Education

• Use AI to update training materials instantly after each product release, keeping content current.
• Turn recorded onboarding sessions into searchable summaries, short how‑to clips, and FAQ entries.
• Build reusable AI prompt templates for release notes, help articles, and session recaps.
• Leverage AI to analyze new customer setups, industry, and goals to tailor training plans.
• Identify customers falling behind based on usage signals and trigger targeted learning content or outreach.
• Design adaptive learning paths that adjust to a customer’s progress and proficiency.
• Partner with Support to mine ticket data for top recurring questions and prioritize new training content.
• Audit knowledge‑base content with AI to find outdated, duplicate, or missing articles.
• Build contextual in‑app guidance that surfaces the right help article or walkthrough at the moment a customer needs it.

Collaborate Cross‑Functionally

• Work with Customer Success, Support, and Product teams to identify friction points and design solutions that shorten time‑to‑value.
• Coordinate onboarding activities and share best practices with the Training Team Lead.
• Leverage brighthush to track client training progress, document feedback, and streamline initiatives.
• Document client feedback for the product development team’s review.
• Ensure all education content aligns with current product capabilities and best practices.
• Champion a culture of continuous improvement by presenting data‑driven insights at cross‑functional meetings.

Measure & Continuously Improve

• Track key metrics: onboarding completion rates, time‑to‑first‑value, training engagement, and reduction in live training hours.
• Brainstorm and execute client engagement and retention initiatives such as video tutorials, webinars, and user guides.
• Continuously refine learning programs based on data, customer feedback, and evolving product capabilities.
• Publish quarterly learning performance reports for leadership and stakeholders.
• Lead post‑implementation reviews to capture lessons learned and iterate on the onboarding process.

Essential Qualifications – What We Expect

• 2+ years of experience in software training, customer onboarding, or customer success.
• Hands‑on experience delivering structured learning programs, training plans, or onboarding flows.
• Strong verbal and written communication skills, with the ability to translate complex product functionality into approachable learning experiences.
• Ability to prioritize, multi‑task, and work independently in a fast‑paced environment.
• Strong work ethic and a client‑first mindset, committed to resolving issues and driving client success.
• Experience with data‑driven decision making and performance measurement.

Preferred Qualifications – Bonus Points

• Experience with digital adoption platforms (brighthush, brighthush, brighthush, brighthush).
• Experience implementing or managing an LMS.
• Familiarity with AI tools for content creation, knowledge management, or training personalization.
• Knowledge of brighthush for tracking training progress and client data.
• Video editing experience for producing training and tutorial content.
• Prior experience in the SaaS industry; familiarity with the sports, fitness, or recreation industry is a strong plus.
• Experience working with SaaS customer success or training teams.
• Certifications in instructional design, learning technology, or related fields.

Skills & Competencies – The DNA of Success

• Systems Thinking & Process Design – you see patterns and build scalable solutions.
• Instructional Design Sensibility – you structure information so people actually learn it.
• Tech Curiosity – you experiment with new tools and share insights with the team.
• Data‑Driven Decision Making – you use metrics to inform decisions and demonstrate impact.
• Collaboration & Communication – you build strong relationships with clients and teammates alike.
• Organization & Detail Orientation – you manage multiple client implementations simultaneously without dropping the ball.
• Adaptability & Problem Solving – you thrive in a dynamic environment and find creative solutions to complex challenges.

Career Growth & Learning Opportunities – Your Path to Impact

At brighthush, your impact will be visible from day one. Within the first 12 months, you will:

• Successfully onboard a full book of new clients while delivering high‑quality, personalized training.
• Reduce average live training hours per client from 6 to 3 through self‑guided content.
• Launch a structured self‑guided onboarding program with supporting video, tutorial, and LMS content.
• Stand up and optimize our digital adoption platform to deliver in‑app onboarding guidance.
• Introduce AI‑powered knowledge and learning resources that measurably reduce support inquiries.
• Enable the broader training team to shift focus from feature walkthroughs to consultative, high‑value onboarding.

Beyond the first year, you will have the opportunity to lead cross‑functional initiatives, shape product roadmap input from an education perspective, and mentor junior team members. We encourage continuous learning, offering access to industry conferences, certifications, and internal knowledge‑sharing sessions. Our career ladder includes roles such as Lead Learning Architect, Director of Customer Success Education, and Chief Learning Officer, all of which are built on the foundation of expertise you will develop here.

Work Environment & Culture

brighthush thrives on a culture of autonomy, collaboration, and continuous improvement. As a fully remote role, you’ll enjoy the flexibility to work from anywhere while staying connected to a vibrant, global team. We celebrate diversity, encourage creative problem‑solving, and reward results that drive customer success. Our remote work model is supported by robust communication tools, regular virtual town halls, and a strong emphasis on work‑life balance. We also host quarterly virtual retreats and hackathons to foster team bonding and innovation.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes health, dental, and vision coverage, a generous paid time off policy, and a 401(k) plan with company match. Additional perks include unlimited learning credits, flexible work hours, a home‑office stipend, and the opportunity to work with cutting‑edge AI and digital adoption technologies. We also provide access to a wellness program, mental health resources, and a subscription to a leading learning platform to support your professional growth.

How to Apply

Ready to shape the future of customer onboarding and learning at brighthush? Submit your resume, a brief cover letter outlining your relevant experience, and any portfolio pieces that showcase your instructional design or training delivery skills. We look forward to exploring how your expertise can help us empower fitness communities worldwide.