Senior Customer Onboarding Specialist – SMB Implementation & Adoption Champion for brighthush SaaS Solutions

About brighthush

brighthush is a trailblazing SaaS company that empowers senior living communities to deliver exceptional care through technology. With a portfolio that spans over 8,000 communities worldwide, we provide a cloud‑based platform that streamlines resident management, enhances communication, and drives operational efficiency. Our mission is simple: to help care providers focus on what matters most—creating a brighter, healthier future for residents—while we take care of the technology.

As we expand our product suite and deepen our relationships with existing customers, we’re looking for a dynamic, customer‑centric professional who can lead the journey from sales close to full adoption. If you thrive in a fast‑moving environment, love solving real‑world problems, and enjoy collaborating across teams, brighthush is the place for you.

Key Responsibilities

• End‑to‑End Onboarding Leadership: Own the entire onboarding lifecycle for SMB customers—from the initial project kickoff through system configuration, user training, and go‑live support. Ensure each customer receives a tailored, seamless experience that sets the stage for long‑term success.
• Portfolio Management: Handle a balanced mix of concurrent onboarding projects. Track milestones, deliverables, and timelines, and proactively communicate progress to stakeholders.
• Flexibility & Team Support: When lower mid‑market volumes surge or teammates need assistance, step in to support those accounts. Your adaptability keeps the team agile and responsive.
• Re‑Training & Adoption: Conduct refresher sessions for existing SMB customers to maintain high product proficiency, especially after staff changes, low engagement periods, or new feature releases.
• Ownership Transition: Facilitate smooth handoffs from onboarding to Customer Success, ensuring continuity and protecting customer health.
• Upsell & Revenue Growth: Identify upsell opportunities within your portfolio. Partner with Sales and Customer Success to expand product usage and increase ARR.
• Proactive Communication: Serve as the primary point of contact during implementation. Deliver timely, clear updates via phone, email, and video, and respond swiftly to any questions or concerns.
• Churn Risk Management: Spot early warning signs of churn, develop mitigation strategies, and collaborate with the broader team to retain customers.
• CRM Stewardship: Maintain accurate, up‑to‑date records in the CRM. Track account status, project progress, and key interactions to support data‑driven decision making.
• Data‑Driven Insights: Generate reports on product usage and service delivery. Analyze customer data to surface actionable insights that refine the onboarding experience.
• Cross‑Functional Collaboration: Work closely with Sales, Customer Success, Support, and Product teams to resolve issues, share feedback, and drive continuous improvement.
• Continuous Improvement: Contribute to a culture of learning by sharing best practices, lessons learned, and process enhancements with teammates.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Information Technology, or a related field.
• Minimum of 2 years of customer‑facing experience in a SaaS, technology, or healthcare environment.
• At least 1 year of hands‑on experience implementing software or web‑based platforms.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Excellent presentation, communication, and interpersonal skills.
• Proficiency with project management or CRM tools (e.g., Salesforce, HubSpot, Asana, Trello).
• Comfortable operating in a dynamic environment where priorities and account assignments shift based on business needs.
• Willingness to travel up to 25 % of the time to meet customers in person.

Preferred Qualifications

• Experience in the senior living or healthcare software space.
• Background in change management or adoption strategy.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) for generating actionable insights.
• Experience leading cross‑functional initiatives and driving process improvements.

Core Skills & Competencies

• Customer‑Obsessed Mindset: A genuine passion for helping people solve real‑world problems and a commitment to delivering outstanding service.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Problem‑Solving: Quick to diagnose issues, propose solutions, and implement fixes.
• Collaboration: Works effectively with diverse teams and builds strong relationships across the organization.
• Adaptability: Thrives in a fast‑moving environment and embraces change.
• Data‑Driven Decision Making: Uses metrics and analytics to inform actions and measure success.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your ambition and performance. As a Customer Onboarding Specialist, you’ll gain exposure to:

• Product development cycles, giving you insight into how new features are conceived and launched.
• Sales and Customer Success strategies, enabling you to understand the full customer lifecycle.
• Leadership development programs that prepare you for future roles in account management, product management, or operations.
• Mentorship from seasoned professionals who have led large‑scale implementations across the industry.

We also invest in continuous learning through workshops, certifications, and conference attendance, ensuring you stay at the forefront of industry trends.

Work Environment & Culture

brighthush fosters a collaborative, inclusive culture where every voice matters. We celebrate diversity, encourage innovation, and reward initiative. Our remote‑first approach means you can work from anywhere while staying connected through weekly stand‑ups, virtual coffee chats, and quarterly all‑hands meetings.

We value work‑life balance, so flexible schedules and generous paid time off are standard. Our team enjoys regular social events, hackathons, and community service projects that reinforce our commitment to making a positive impact.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity options that align your success with the company’s growth. Additional benefits include:

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Employee referral bonuses and recognition programs.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping senior care through technology. You’ll work alongside passionate, talented colleagues who are dedicated to continuous improvement and customer success. Your contributions will directly influence the lives of residents and the efficiency of care providers worldwide.

We’re looking for a proactive, customer‑centric professional who can navigate complex onboarding journeys, collaborate across teams, and drive adoption. If you’re ready to make a tangible impact, grow your career, and be part of a company that values innovation, empathy, and excellence, we want to hear from you.

Apply Today

Ready to take the next step? Submit your application through our careers portal and join brighthush in creating brighter futures for senior living communities.