Senior Customer Onboarding & Learning Systems Specialist – Remote, AI‑Driven, Scalable Training Architect for brighthush
Welcome to brighthush – Where Sports, Fitness, and Recreation Meet Cutting‑Edge SaaS
At brighthush, we’re not just another software company. We’re a movement that empowers gyms, community centers, and specialty clubs to transform their operations, elevate member experiences, and achieve sustainable growth. With a global footprint that spans over 1,200 active clients, we’re committed to delivering intuitive, data‑rich solutions that help our partners thrive in an industry that’s evolving faster than ever.
Our culture is built on curiosity, collaboration, and a relentless focus on customer success. 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 Specialist at brighthush, 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 Zoom training 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.
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.
Implement Digital Adoption & Learning Tools
- Own and optimize our digital adoption platform (e.g., Userpilot) 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 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 Salesforce 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.
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 – 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.
Preferred Qualifications – Bonus Points
- Experience with Digital Adoption Platforms (Userpilot, WalkMe, Pendo, Appcues, or similar).
- Experience implementing or managing an 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 & 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.
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.
Work Environment & Culture – Where Innovation Meets Community
brighthush thrives on a culture of transparency, innovation, and customer obsession. Our remote‑first model gives you the flexibility to work from anywhere in the United States while staying connected through weekly team huddles, virtual coffee chats, and collaborative tools. We celebrate diversity, encourage experimentation, and reward ideas that improve the customer journey. Your voice will matter in shaping the future of our onboarding experience.
Compensation & Perks – We Value Your Contribution
We offer a competitive base salary commensurate with experience, complemented by a performance‑based bonus structure that rewards measurable impact on customer success metrics. Additional benefits include:
- Comprehensive health, dental, and vision insurance.
- Flexible paid time off and a generous parental leave policy.
- 401(k) plan with company match.
- Unlimited learning stipend for courses, certifications, and conferences.
- Monthly wellness stipend and access to virtual fitness classes.
- Equity options to share in brighthush’s long‑term growth.
Ready to Make an Impact?
If you are passionate about transforming how customers learn, thrive on building scalable solutions, and enjoy working directly with clients, we want to hear from you. Join brighthush and help us redefine the onboarding experience for the sports, fitness, and recreation industry.