Senior Customer Onboarding & Learning Systems Specialist – Remote, Full‑Time, AI‑Driven Training Architect at brighthush

About brighthush

brighthush is a forward‑thinking SaaS company that empowers fitness, recreation, and membership‑based businesses to streamline operations, elevate member experiences, and drive sustainable growth. With a global footprint and a passion for innovation, we blend cutting‑edge technology with a customer‑centric mindset to deliver solutions that scale effortlessly. Our mission is simple: help our clients thrive by making their daily operations smoother, their members happier, and their revenue streams stronger.

Why This Role Matters

As brighthush expands, the way we onboard new customers is evolving. We’re moving from a heavily live‑session model to a scalable, self‑guided ecosystem that delivers the same high‑quality experience at a fraction of the time. The Senior Customer Onboarding & Learning Systems Specialist will be the bridge between our clients and the future of learning at brighthush. This is a rare opportunity to shape the onboarding journey, build AI‑powered learning experiences, and directly impact customer success.

Role Overview

In this full‑time, remote position, you will report to the Director of Customer Success and work closely with Sales, Account Management, Support, and Product teams. Your dual focus will be:

• Delivering personalized, high‑impact training to new clients.
• Architecting a next‑generation, self‑guided onboarding platform that reduces live‑session hours by 50% within 12 months.

You will be a hands‑on trainer, a learning designer, a data analyst, and an AI enthusiast—all rolled into one. Your work will directly influence how quickly clients achieve value, how many support tickets we receive, and how efficiently our training team can operate.

Key Responsibilities

1. Deliver Client Training & Onboarding

• Act as the subject‑matter expert across all brighthush products, guiding new clients through their first critical months.
• Assess each client’s goals, industry nuances, and technical comfort to craft customized training plans.
• Conduct live Zoom sessions for basic and advanced usage, tailoring content to each client’s learning style.
• Collaborate with Sales and Account Management to align onboarding milestones with client timelines.
• Provide patient, professional support, resolving outstanding questions and ensuring a smooth transition to self‑guided learning.
• Recommend product features that align with clients’ business objectives and capture upsell opportunities.

2. Build a Scalable Self‑Guided Onboarding Program

• Design and implement structured onboarding tracks for different customer segments (e.g., small gyms, large recreation centers).
• Develop a library of 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.
• Replace live walkthroughs with high‑quality digital content, reducing reliance on instructor time.

3. Implement Digital Adoption & Learning Tools

• Own and optimize the 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.

4. Integrate AI into Customer Education

• Use AI to update training materials instantly after each product release.
• 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.
• Analyze new customer setups to personalize training plans before kickoff.
• Identify customers falling behind using usage analytics and trigger targeted learning content.
• Design adaptive learning paths that adjust to a customer’s progress.
• Partner with Support to mine ticket data for top recurring questions and prioritize new content.
• Audit knowledge‑base content with AI to find outdated or duplicate articles.
• Build contextual in‑app guidance that surfaces the right help article at the right moment.

5. 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 with the Training Team Lead and share best practices.
• Leverage Salesforce to track client training progress, document feedback, and streamline initiatives.
• Document client feedback for product development review.
• Ensure all education content aligns with current product capabilities and best practices.

6. 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.
• 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 or onboarding flows.
• Strong verbal and written communication skills; ability to translate complex product functionality into simple, approachable learning experiences.
• Excellent prioritization, multitasking, and independent work skills in a fast‑paced environment.
• Patient, client‑first mindset with a genuine commitment to resolving issues and driving client success.
• Strong work ethic and ability to meet deadlines while managing multiple client relationships.

Preferred Qualifications

• Experience with Digital Adoption Platforms (Userpilot, WalkMe, Pendo, Appcues).
• 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 & Attributes

• 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 Mindset: You use metrics to inform decisions and demonstrate impact.
• Collaboration & Communication: You build strong relationships with clients and teammates.
• Organization & Detail Orientation: You manage multiple implementations without dropping the ball.

What Success Looks Like (First 12 Months)

• 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.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and professional development. As the pioneer of our next‑generation onboarding platform, you will:

• Lead cross‑functional projects that shape product strategy and customer experience.
• Gain hands‑on experience with AI, digital adoption, and LMS technologies.
• Build a portfolio of high‑impact learning solutions that can be showcased in future roles.
• Receive mentorship from senior leaders in Customer Success, Product, and Engineering.
• Participate in internal hackathons, innovation labs, and industry conferences.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings and bi‑weekly team syncs.
• Open‑door communication channels with leadership.
• Regular virtual coffee breaks and team‑building activities.
• A focus on work‑life balance, with flexible hours and generous time‑off policies.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote SaaS roles.
• Performance‑based bonuses tied to onboarding metrics and customer success outcomes.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and a generous parental leave policy.
• Professional development stipend for courses, certifications, and conferences.
• Access to cutting‑edge learning tools and AI platforms.

Ready to Shape the Future of Customer Onboarding?

If you’re passionate about creating engaging learning experiences, love working directly with customers, and thrive in a fast‑moving, tech‑driven environment, we want to hear from you. Join brighthush and be the catalyst that transforms how our clients learn, adopt, and succeed.

Apply Now and start building the next generation of onboarding excellence at brighthush.