Senior Customer Onboarding Manager – Spearheading Seamless SMB, Mid‑Market & Enterprise Implementation Success at brighthush

About brighthush

brighthush is a trailblazing B2B SaaS platform that empowers organizations of every size to create, manage, and scale employee rewards and recognition programs that truly resonate. By blending intuitive web technology with data‑driven insights, we help companies unlock higher engagement, stronger culture, and measurable business outcomes. Our mission is simple: make recognition effortless, meaningful, and impactful for every employee.

Founded on the belief that a great workplace starts with genuine appreciation, brighthush has grown from a niche startup to a recognized industry leader. We’re proud to be a Great Place to Work certified organization, and our culture is built on transparency, collaboration, and a relentless focus on delivering value to our customers.

Role Overview

As the Senior Customer Onboarding Manager at brighthush, you will be the linchpin that transforms a new client’s excitement into a tangible, long‑term partnership. You’ll own the entire onboarding journey—from the moment a sale closes to the moment the client is fully operational and thriving on our platform. Your work will directly influence customer satisfaction, adoption rates, and ultimately, the success of our customers and the growth of brighthush.

Key Responsibilities

• End‑to‑End Onboarding Ownership: Lead the full lifecycle of onboarding for SMB, mid‑market, and enterprise accounts, ensuring a smooth transition from sales to implementation.
• Project Management Excellence: Simultaneously manage multiple high‑impact implementations, prioritizing tasks, allocating resources, and maintaining rigorous timelines.
• Client Leadership: Conduct kickoff meetings, platform walkthroughs, training sessions, and milestone check‑ins with confidence and clarity.
• Strategic Guidance: Advise clients on platform configuration, program design, and launch planning using best practices and industry benchmarks.
• Technical Fluency: Demonstrate deep understanding of our SaaS platform, integrations, and troubleshooting to guide clients through complex technical scenarios.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, Sales, and Customer Success to proactively mitigate risks, resolve blockers, and ensure all launch requirements are met.
• Documentation & Handoff: Maintain comprehensive project documentation and deliver a clear, actionable handoff to the Customer Success Manager post‑launch.

Essential Qualifications

• 3+ years of proven experience in customer onboarding, implementation, or customer success within a B2B SaaS environment.
• Demonstrated success managing onboarding for a diverse mix of SMB, mid‑market, and enterprise clients, including complex, multi‑stakeholder implementations.
• Exceptional project management skills: strong organization, prioritization, and attention to detail.
• Excellent presentation, facilitation, and verbal communication abilities, with a track record of leading client meetings and training sessions.
• Solid technical foundation: comfortable navigating SaaS platforms, integrations, and basic troubleshooting.
• Proven ability to build trust and rapport with senior leaders, HR teams, and cross‑functional partners.
• Proactive, adaptable, and solution‑focused mindset, thriving in a fast‑paced, evolving environment.
• Bachelor’s degree in Business, Digital Marketing, Human Resources, or a related field is preferred, though equivalent professional experience will also be considered.

Preferred Qualifications

• 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

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset – Passion for delivering exceptional client experiences.
• Analytical Acumen – Comfortable using data to drive decisions and measure success.
• Collaboration & Influence – Skilled at working with cross‑functional teams and influencing stakeholders.
• Resilience & Agility – Thrive under pressure and pivot quickly when priorities shift.
• Continuous Learning – Eager to stay current on industry trends, platform updates, and best practices.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we build. As a Senior Customer Onboarding Manager, you’ll have the chance to:

• Lead high‑visibility projects that shape the customer experience and influence product roadmap.
• Mentor junior onboarding specialists and share your expertise across the Customer Success organization.
• Transition into roles such as Customer Success Lead, Program Manager, or Product Implementation Lead.
• Participate in continuous learning programs, including certifications in project management, SaaS implementation, and customer success frameworks.
• Attend industry conferences, webinars, and internal knowledge‑sharing sessions to stay ahead of market trends.

Work Environment & Culture at brighthush

We operate as a fully distributed, 100% remote team, giving you the flexibility to work from anywhere in Canada. Our culture is defined by:

• Transparency: Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Collaboration: Cross‑functional teams that celebrate shared successes and learn from challenges together.
• Innovation: A safe space to experiment, iterate, and bring new ideas to life.
• Wellness: Flexible paid time off, wellness days, and a focus on work‑life balance.
• Recognition: A robust rewards program that celebrates both professional milestones and personal achievements.

Compensation & Perks

We offer a competitive salary range of $65,000 to $75,000 CAD, plus performance‑based bonuses. In addition, you’ll enjoy:

• Comprehensive Benefits: Health, dental, vision, and extended family assistance plans.
• Home Office Stipend: Funding to create an ergonomic, productive workspace.
• Learning & Development: Reimbursement for courses, certifications, and conferences.
• Annual brighthush Benefit: An extra paid day off and a discretionary allowance to pursue personal bucket‑list adventures.
• Wellness Days: Flexible paid time off to recharge and attend to personal needs.
• Recognition & Rewards: Regular acknowledgment of both career and personal achievements.

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 welcome applicants from all backgrounds and experiences. We encourage individuals from underrepresented groups to apply, as we strive to build a team that reflects the communities we serve.

AI in Our Hiring Process

We use AI‑assisted tools to help review and prioritize applications, ensuring a fair and efficient process. Human review is involved at every stage of our hiring journey, and we are transparent about how Apply for this job