Senior Customer Onboarding & Learning Systems Specialist – Driving Scalable Digital Adoption at brighthush

About brighthush

brighthush is a global leader in cloud‑based solutions that empower membership‑centric businesses—gyms, sports clubs, and recreation centers—to streamline operations, enhance member engagement, and accelerate growth. With a portfolio of award‑winning software, brighthush serves thousands of customers across more than 30 countries, delivering a seamless, data‑driven experience that transforms how facilities manage their day‑to‑day activities.

Our mission is simple: make every member’s journey effortless and every facility’s operation flawless. To achieve this, we invest heavily in customer success, product innovation, and a culture that values curiosity, collaboration, and continuous improvement. As we expand, we’re looking for a dynamic, hands‑on specialist who can shape the future of onboarding and learning at brighthush.

Role Overview

As the Customer Onboarding & Learning Systems Specialist, you will be the bridge between our customers and the brighthush platform. You’ll deliver high‑impact training, architect a next‑generation self‑guided onboarding ecosystem, and champion the integration of AI‑powered tools to accelerate adoption. This is a unique blend of customer‑facing expertise and technical innovation—ideal for someone who thrives on building scalable learning experiences and enjoys collaborating across teams.

Key Responsibilities

Deliver Client Training & Onboarding

• Serve as the subject‑matter expert for all brighthush products, guiding new clients through the critical first months of implementation.
• Assess each client’s goals, industry context, and operational challenges to design customized training plans that align with their success metrics.
• Conduct live, interactive training sessions (via Zoom or similar platforms) for both basic and advanced usage, tailoring the pace and depth to each client’s technical comfort level.
• Partner with Sales and Account Management to synchronize onboarding timelines, ensuring a smooth handoff and on‑track delivery.
• Maintain a patient, professional demeanor when resolving client questions, turning challenges into opportunities for deeper engagement.
• Recommend product features that unlock additional value, and advocate for client needs within the product roadmap.

Build a Scalable Self‑Guided Onboarding Program

• Design and launch structured onboarding tracks for distinct customer segments—new sign‑ups, mid‑market, and enterprise—each with clear learning objectives and milestones.
• Produce a library of high‑quality learning assets: short explainer videos, step‑by‑step tutorials, interactive courses, and knowledge‑base articles that can be accessed on demand.
• Develop learning paths that cover core onboarding, advanced product usage, and new feature releases, ensuring a cohesive progression.
• Reduce reliance on live training by replacing feature walkthroughs with engaging digital content, freeing the training team to focus on consultative support.

Implement Digital Adoption & Learning Tools

• Own and continuously optimize the digital adoption platform (e.g., Userpilot, WalkMe, Pendo, or similar) to deliver in‑app guidance, product tours, and contextual help.
• Implement and manage a Learning Management System (LMS) that tracks learner progress, certifications, and content consumption.
• Design guided product walkthroughs that embed learning into the user’s workflow, reducing cognitive load and accelerating proficiency.

Integrate AI into Customer Education

• Content Creation & Maintenance
  • Leverage AI to update training materials instantly after each product release, ensuring content remains current.
  • Transform recorded onboarding sessions into searchable summaries, short how‑to clips, and FAQ entries.
  • Create reusable AI prompt templates for release notes, help articles, and session recaps to maintain consistency.
• Personalized Onboarding
  • Use AI to analyze a new customer’s setup, industry, and objectives before kickoff, tailoring the training plan accordingly.
  • Identify customers lagging in adoption using product usage signals, and trigger targeted learning content or outreach.
  • Design adaptive learning paths that evolve with the customer’s proficiency.
• Self‑Service & Support Deflection
  • Collaborate with Support to mine ticket data for recurring questions, prioritizing new training content to address pain points.
  • Audit knowledge‑base content with AI to surface 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

• Partner with Customer Success, Support, and Product teams to identify friction points in onboarding and design solutions that shorten time‑to‑value.
• Work closely with the Training Team Lead to coordinate onboarding activities and share best practices.
• Leverage Salesforce to track client training progress, document feedback, and streamline training initiatives.
• Document and share client feedback with the product development team to inform future releases.
• Ensure all education content aligns with current product capabilities and best practices.

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.

Essential Qualifications

• Minimum 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 simple, approachable learning experiences.
• Proven ability to prioritize, multi‑task, and work independently in a fast‑paced environment.
• Strong work ethic and a commitment to meeting deadlines while managing multiple client relationships.
• Patient, client‑first mindset with a genuine commitment to resolving issues and driving client success.

Preferred Qualifications

• Experience with Digital Adoption Platforms (Userpilot, WalkMe, Pendo, Appcues, or similar).
• Experience implementing or managing a Learning Management System (LMS).
• Familiarity with AI tools for content creation, knowledge management, or training personalization.
• Knowledge of Salesforce 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.

Skills & Attributes

• Strong systems thinking and process design—recognize patterns and build scalable solutions.
• Instructional design sensibility—structure information so people actually learn it.
• Comfortable experimenting with new tools and technologies, and sharing insights with the team.
• Data‑driven mindset—use metrics to inform decisions and demonstrate impact.
• Collaborative and communicative—build strong relationships with clients and teammates alike.
• Organized and detail‑oriented—manage multiple client implementations simultaneously without dropping the ball.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a culture of continuous learning. You’ll have access to:

• Mentorship from senior leaders in Customer Success, Product, and Engineering.
• Regular training on emerging technologies, AI, and digital adoption best practices.
• Opportunities to lead cross‑functional projects that shape the future of customer education.
• Clear career pathways to roles such as Senior Onboarding Manager, Learning Experience Lead, or Director of Customer Success.

Work Environment & Culture

brighthush thrives on a collaborative, inclusive, and innovative culture. We value:

• Remote flexibility with optional hybrid options for those who prefer in‑office collaboration.
• A supportive team that celebrates wins and learns from challenges together.
• Transparent communication across all levels, ensuring everyone’s voice is heard.
• A commitment to work‑life balance, with generous paid time off and wellness programs.

Compensation & Perks

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to onboarding metrics and customer satisfaction.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget and access to industry conferences.

How to Apply

Ready to shape the future of customer onboarding at brighthush? Submit your application through our careers portal and join a team that’s dedicated to empowering customers and driving innovation.

Apply to this role now

Conclusion

As the Customer Onboarding & Learning Systems Specialist, you’ll be at the forefront of transforming how brighthush customers learn, adopt, and thrive. Your blend of training expertise, technical acumen, and passion for customer success will directly impact our clients’ ability to unlock the full value of our platform. If you’re eager to build scalable learning experiences, experiment with AI, and collaborate across functions, we want to hear from you.

Join brighthush and help us create a world where every member’s journey is seamless, every facility’s operations are optimized, and every customer feels empowered to succeed.