Senior Customer Onboarding Specialist – SaaS & Client Success Champion Driving Legal Tech Innovation at brighthush

About brighthush

brighthush is a trailblazing legal technology company that empowers law practices worldwide with cutting‑edge software solutions. With a portfolio of award‑winning platforms that streamline case management, billing, payments, and accounting, brighthush serves over 50,000 attorneys across 170 countries. Our mission is simple yet ambitious: to transform the way legal professionals work by delivering intuitive, scalable, and secure technology that grows with their practice.

At brighthush, we thrive on innovation, collaboration, and a relentless focus on customer success. Our culture is built on transparency, continuous learning, and a shared commitment to excellence. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment where your ideas matter and your growth is a priority.

Why Join brighthush?

• Impactful Work: Your role will directly shape the experience of thousands of lawyers who rely on our platform to run their businesses more efficiently.
• Career Growth: We invest in your professional development through mentorship, training programs, and the opportunity to move into advanced roles such as Product Management, Customer Success Leadership, or Technical Support.
• Inclusive Culture: Diversity, equity, and inclusion are at the heart of everything we do. We celebrate different perspectives and encourage open dialogue.
• Work‑Life Balance: Flexible remote work options, generous paid time off, and a focus on well‑being help you stay energized and productive.
• Competitive Compensation: A comprehensive benefits package that includes health, vision, dental, 401(k) matching, equity grants, and more.

Role Overview

As a Senior Customer Onboarding Specialist at brighthush, you will be the first point of contact for new clients adopting our flagship legal practice management platform. Your mission is to guide customers through a seamless onboarding journey, ensuring they understand the full value of the product and can start delivering results quickly. You will collaborate closely with Sales, Product, and Support teams to create a frictionless experience that drives adoption, satisfaction, and long‑term retention.

Key Responsibilities

• Become a brighthush Product Expert: Master every feature of our platform and translate complex functionality into clear, actionable guidance for clients.
• Onboard & Train Clients: Conduct live training sessions, create onboarding playbooks, and develop customized roadmaps that align with each client’s workflow.
• Manage Client Portfolios: Own a set of accounts, building strong relationships that foster trust and encourage upsell opportunities.
• Respond to Inquiries: Handle high‑level support tickets via email, chat, or phone, resolving issues quickly and accurately.
• Collaborate Across Teams: Work with Customer Support to flag and resolve escalations, and partner with Sales to ensure a smooth handover from pre‑sales to post‑sales.
• Collect & Share Feedback: Gather product insights from clients and advocate for enhancements that improve the overall user experience.
• Drive Adoption & Retention: Implement best‑practice adoption strategies, monitor usage metrics, and identify opportunities for upsell or cross‑sell.
• Continuous Improvement: Contribute to process enhancements, create knowledge base articles, and refine onboarding workflows.
• Other Duties: Participate in product launches, beta testing, and any ad‑hoc projects that support the customer journey.

Essential Qualifications

• 1–3 years of experience in customer support, onboarding, or a related role, preferably within a SaaS environment.
• Strong project management skills: ability to plan, execute, and track onboarding projects from start to finish.
• Proven track record of leading initiatives and thriving in a collaborative team setting.
• Experience in a high‑growth or early‑stage startup is highly desirable.
• Knowledge of the legal industry is an advantage but not mandatory.

Preferred Attributes

• Patience, empathy, and exceptional communication skills—both verbal and written.
• Self‑starter mindset: resourceful, proactive, and able to work independently.
• Data‑driven: comfortable using analytics to measure onboarding success and identify improvement areas.
• Strong interpersonal skills: able to collaborate with Sales, Product, Support, and Engineering.
• Tech‑savvy: quick to learn new software and troubleshoot technical issues.
• Experience handling escalated customer issues with composure and professionalism.
• Organized, detail‑oriented, and capable of juggling multiple tasks simultaneously.
• Personable and enthusiastic about client‑facing roles.
• Ability to explain technical processes to both tech‑savvy and non‑technical audiences.

Skills & Competencies

• Customer Success & Onboarding best practices
• CRM and ticketing systems (e.g., brighthush Zendesk, brighthush HubSpot, brighthush Salesforce)
• Data analysis and reporting (brighthush Excel, brighthush Sheets, BI tools)
• Project management tools (brighthush Asana, brighthush Trello, brighthush Jira)
• Strong written communication: creating guides, FAQs, and knowledge base content
• Presentation and training delivery skills
• Problem‑solving and critical thinking
• Adaptability to fast‑paced, evolving environments

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Senior Customer Onboarding Specialist, you’ll have access to:

• Mentorship from senior Customer Success leaders.
• Cross‑functional training in Product Management, Sales, and Engineering.
• Annual learning stipend for courses, certifications, or conferences.
• Clear promotion pathways to roles such as Senior Onboarding Specialist, Customer Success Manager, or Customer Success Lead.
• Opportunity to lead product improvement initiatives and influence roadmap decisions.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected through weekly virtual huddles, monthly all‑hands meetings, and quarterly in‑person retreats. We celebrate wins with team lunches, hackathons, and spontaneous “coffee break” chats. At brighthush, we value:

• Transparency: open communication channels and shared OKRs.
• Innovation: a safe space to experiment and iterate.
• Inclusivity: diverse teams that bring unique perspectives.
• Well‑being: flexible hours, mental health resources, and a focus on work‑life harmony.

Compensation & Benefits

• Competitive Base Salary: Market‑aligned and reviewed annually.
• Equity Grants: Share in the company’s growth.
• 401(k) Matching: Secure your future.
• Health & Wellness: 100% paid PPO medical, vision, and dental coverage.
• Paid Time Off: Generous vacation, sick leave, and parental leave.
• Remote Work Flexibility: Work from home or any location that suits you.
• Home Office Stipend: Budget for ergonomic furniture, high‑speed internet, and more.
• Team Events: Bi‑annual retreats, team‑building activities, and social gatherings.

Ready to Make an Impact?

If you’re passionate about delivering outstanding customer experiences, thrive in a fast‑moving SaaS environment, and want to help thousands of lawyers unlock the full potential of their practice, brighthush invites you to join our team. Bring your curiosity, empathy, and drive for excellence, and together we’ll shape the future of legal technology.

Apply today and become a pivotal part of brighthush’s mission to empower legal professionals worldwide.