Senior Customer Onboarding Specialist – Championing Seamless Implementation, Training & Customer Success Excellence at brighthush

About brighthush

brighthush is a trailblazer in the privacy‑compliance technology space, empowering businesses worldwide to navigate the complex landscape of data protection regulations with confidence. Our award‑winning suite of solutions—ranging from Consent Management Platforms (CMP) and Advanced Consent Management (ACM) to Consent Essentials, Single Sign‑On (SSO), Programmatic Marketplace (PMP), and Data Subject Access Requests (DSAR)—enables organizations to build trust, enhance user experience, and stay compliant across borders.

With a culture rooted in innovation, customer obsession, and continuous learning, brighthush is not just a technology provider; we are a partner that walks with our clients from the first conversation to long‑term success. Our team is diverse, collaborative, and driven by a shared mission: to make privacy simple, transparent, and empowering for everyone.

About the Role

As a Senior Customer Onboarding Specialist at brighthush, you will be the linchpin that transforms new prospects into delighted, self‑sufficient customers. You will own the entire onboarding journey—from pre‑kick‑off discovery to post‑deployment handover—ensuring that every client receives a tailored, high‑impact experience that accelerates their path to value.

In this role, you will collaborate closely with Sales, Customer Success, Technical Support, Product, Engineering, and Marketing teams to resolve challenges, refine processes, and continuously elevate the onboarding experience. Your influence will shape the way brighthush delivers value, drives adoption, and builds lasting relationships.

Key Responsibilities

• Own the End‑to‑End Onboarding Journey: Lead kick‑off meetings, conduct technical audits, orchestrate setup and follow‑up calls, monitor go‑live activities, deliver platform demos, perform QA, and hand over to Customer Success Managers (CSMs) or Key Account Managers (KAMs).
• Drive Implementation Success: Deliver comprehensive product training, troubleshoot complex implementation issues, identify and document workarounds, and coordinate with Technical Support, Product, and Engineering to resolve escalations. Build deep expertise across the brighthush product suite (CMP, ACM, MUV, Consent Essentials, SSO, PMP, DSAR).
• Anticipate and Mitigate Risks: Proactively identify inactive customers, stalled projects, and technical dependencies. Implement follow‑up, escalation, and mitigation plans to keep onboarding on track.
• Ensure Operational Excellence: Maintain accurate, up‑to‑date onboarding data in Planhat. Gather contextual information from Account Executives (AEs) and KAMs before kick‑off to tailor the onboarding plan. Ensure a seamless handover to the CSM or KAM.
• Champion Continuous Improvement: Own at least one cross‑functional initiative each semester—such as enhancing onboarding playbooks, developing training content, scaling onboarding for Small Business customers, strengthening documentation, automating re‑engagement workflows, or sharing product expertise internally.
• Translate Customer Insights: Collect, structure, and share customer feedback with Product, Engineering, Support, and other teams to drive product and process enhancements.

Essential Qualifications

• Customer‑First Mindset: Empathetic, service‑oriented, and able to explain complex topics in clear, accessible language.
• Project Management Expertise: Strong organizational skills with the ability to manage multiple customer projects simultaneously, meeting deadlines and quality standards.
• Autonomy & Ownership: Comfortable making sound decisions, anticipating risks, and driving projects forward without constant supervision.
• Technical Curiosity: Comfortable investigating implementation issues, working with technical teams, and translating technical details into actionable insights.
• Communication Skills: Confident leading customer meetings, delivering training sessions, and facilitating webinars.
• Operational Rigor: Meticulous attention to CRM data quality, documentation, and follow‑up.
• Continuous Improvement Mindset: Proactive in identifying opportunities to improve processes and the customer experience.

Preferred Qualifications

• 3+ years of experience in customer onboarding, implementation, or technical account management within SaaS or privacy‑tech environments.
• Experience with privacy‑compliance products such as CMPs, ACMs, or related solutions.
• Familiarity with CRM platforms (e.g., Planhat, Salesforce) and project‑management tools (e.g., Asana, Jira).
• Strong analytical skills with the ability to translate data into actionable insights.
• Experience leading cross‑functional initiatives and driving process improvements.
• Knowledge of data protection regulations (GDPR, CCPA, LGPD) and industry best practices.

Skills & Competencies

• Customer Advocacy: Champion the customer’s voice across all teams.
• Strategic Thinking: Align onboarding activities with broader business goals.
• Problem‑Solving: Diagnose issues quickly and devise effective solutions.
• Collaboration: Work seamlessly with cross‑functional stakeholders.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Data‑Driven Decision Making: Leverage metrics to measure success and identify improvement areas.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Senior Customer Onboarding Specialist, you will:

• Progress to Lead Onboarding Manager or Customer Success Lead roles, overseeing larger teams and more complex initiatives.
• Participate in leadership development programs, mentorship, and cross‑functional projects that broaden your skill set.
• Gain exposure to product strategy, go‑to‑market planning, and data‑privacy research, positioning you as a thought leader in the field.
• Access to continuous learning resources—webinars, conferences, certifications, and internal knowledge bases—to keep you at the forefront of privacy technology.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and high‑energy environment where ideas thrive and innovation is rewarded. Our core values—customer obsession, transparency, continuous improvement, and teamwork—guide every decision and interaction. You’ll find:

• Flat hierarchies that encourage open communication and rapid decision‑making.
• Flexible work arrangements, including remote options and flexible hours to support work‑life balance.
• A vibrant community of professionals passionate about privacy, technology, and customer success.
• Regular team‑building activities, hackathons, and knowledge‑sharing sessions.

Compensation & Perks

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and wellness programs.
• Professional development budget, conference sponsorships, and tuition reimbursement.
• Employee stock purchase plan and other long‑term incentive programs.
• Modern, fully equipped remote workstations for remote employees.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced tech environment, and want to shape the future of privacy compliance, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Onboarding Specialist role at brighthush.

Join us and help transform how businesses protect privacy, build trust, and delight their customers.