Senior Customer Onboarding Operations Manager – Driving Scalable Activation & Customer Success at brighthush
About brighthush
brighthush is redefining the dental industry, a sector valued at over $400 B, by building a comprehensive operating system that empowers dental practices worldwide. Backed by leading venture capital partners, we are on a bold mission to modernize every facet of dental care—from practice management to patient engagement—through cutting‑edge technology, data‑driven insights, and world‑class support. Our platform streamlines workflows, enhances clinical outcomes, and unlocks new revenue streams for clinicians and their teams. As we expand globally, we’re looking for visionary leaders who can turn complex onboarding into a predictable, scalable engine that delivers immediate value to our customers.
About the Role
As the Customer Onboarding Operations Manager, you will own the operational engine that transforms new customers into active, high‑value users. This is not a training delivery role; it’s a strategic, data‑centric leadership position focused on ensuring that every practice is fully prepared, that capacity aligns with demand, and that the onboarding journey consistently converts into early orders and long‑term success.
You will lead a high‑performing team of Training Coordinators, develop robust systems and playbooks, and establish forecasting discipline that guarantees each customer reaches first value as quickly and reliably as possible. Your impact will be felt across the entire customer lifecycle—from readiness assessment to activation—and will directly influence revenue, retention, and brand advocacy.
Key Responsibilities
Own Onboarding Readiness
- Build a readiness model that defines the exact criteria for when a practice is truly prepared for training.
- Ensure customers complete critical onboarding milestones—equipment setup, scheduling alignment, workflow integration, and expectation management—before training begins.
- Provide real‑time visibility into readiness gaps and drive resolution before they impact go‑live dates.
- Partner with cross‑functional teams (Product, Engineering, Customer Success, Sales) to eliminate bottlenecks and streamline the transition between onboarding stages.
Drive Capacity & Throughput
- Forecast training demand and align staffing and scheduling resources to meet activation goals.
- Manage scheduling systems to ensure the right training sessions occur at the right times, optimizing resource utilization.
- Translate data insights into actionable operational decisions—staffing adjustments, sequencing changes, and readiness timing.
- Coordinate complex onboarding logistics for enterprise customers, including multi‑location group rollouts that require cross‑functional alignment and consistent execution.
Lead the Coordinator Function
- Recruit, coach, and develop a team of Training Coordinators and Leads, fostering a culture of ownership and continuous improvement.
- Define clear ownership of readiness, scheduling, and workflow processes, ensuring accountability across the team.
- Establish performance metrics tied to outcomes (e.g., time to first order, customer satisfaction) rather than just logistics.
- Build coaching systems that enhance decision‑making, prioritization, and problem‑solving skills.
Build Systems & Playbooks
- Create scalable, repeatable processes that connect onboarding, readiness, training, and activation.
- Standardize workflows to reduce variability in the customer experience and increase predictability.
- Develop playbooks for large‑scale, multi‑location onboarding that ensure coordinated execution and predictable activation across enterprise groups.
- Continuously iterate on systems based on data, customer feedback, and industry best practices.
Essential Qualifications
- 5+ years of operational experience in a fast‑growing, scaling environment.
- Proven track record of leading coordination‑heavy or logistics‑driven teams.
- Strong experience building systems, playbooks, and scalable processes that drive measurable outcomes.
- Comfort owning capacity planning, throughput optimization, and resource allocation.
- Experience coordinating complex, multi‑stakeholder projects with cross‑functional teams.
- Data‑driven mindset: ability to define performance metrics, prioritize work, and improve outcomes based on analytics.
- Excellent communication and facilitation skills, with the ability to create clarity across diverse teams.
- Builder mentality with energy for structuring ambiguity and turning it into actionable plans.
Preferred Qualifications
- Background in the healthcare or dental technology space.
- Experience with SaaS onboarding and activation at scale.
- Knowledge of project management methodologies (Agile, Lean, Six Sigma).
- Strong stakeholder management skills, with a history of influencing senior leadership.
- Fluency in data visualization tools (Tableau, Power BI) and advanced Excel skills.
Skills & Competencies
- Strategic thinking and operational execution.
- Analytical mindset with proficiency in data analysis and performance measurement.
- Leadership and team development.
- Process design and continuous improvement.
- Cross‑functional collaboration and stakeholder management.
- Adaptability and resilience in a fast‑paced environment.
- Customer‑centric focus and passion for delivering exceptional experiences.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is built on continuous learning and impact. As the Customer Onboarding Operations Manager, you will:
- Lead cross‑departmental initiatives that shape the future of our platform.
- Gain exposure to senior leadership and influence strategic decisions.
- Participate in leadership development programs, mentorship, and industry conferences.
- Own a portfolio of high‑impact projects that directly affect revenue and customer satisfaction.
- Advance into senior operations or product leadership roles as you demonstrate success.
Work Environment & Company Culture
brighthush fosters a culture of innovation, collaboration, and authenticity. Our values include:
- Customer Obsession – We put our customers at the center of everything we do.
- Data‑Driven Decision Making – Insights guide our strategies and operations.
- Continuous Improvement – We relentlessly iterate to deliver better outcomes.
- Inclusivity & Diversity – We celebrate diverse perspectives and create an inclusive workplace.
- Work‑Life Balance – Flexible schedules, remote options, and generous time off support well‑being.
Our teams collaborate across geographies, leveraging technology to stay connected and agile. We celebrate successes, learn from challenges, and empower each other to grow.
Compensation, Perks & Benefits
While specific figures vary by location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses tied to onboarding metrics and company growth.
- Equity or stock‑option plans to share in the company’s success.
- Comprehensive health, dental, and vision insurance.
- Mental health and wellness programs, including counseling and mindfulness resources.
- Retirement savings plans with company matching.
- Generous paid time off, parental leave, and flexible work arrangements.
- Professional development budget for courses, certifications, and conferences.
- Team‑building events, wellness challenges, and community service opportunities.
Diversity & Inclusion
brighthush is an equal‑opportunity employer. We are committed to building a diverse, inclusive, and equitable workplace where every individual can thrive. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, veteran status, citizenship, or any other protected characteristic. We also comply fully with the Americans with Disabilities Act (ADA) and are dedicated to providing accessible accommodations throughout the hiring process.
Data Privacy Notice
By submitting your application, you consent to brighthush collecting, storing, and processing your personal information for recruitment purposes in accordance with our Privacy Policy and GDPR regulations. You have the right to access, rectify, or request deletion of your data at any time by contacting Privacy Requests.
Apply Now
Ready to lead the next wave of customer activation at brighthush? Submit your application today and join a team that is transforming the dental industry through technology, data, and relentless customer focus.