Senior Customer Onboarding & Success Lead – Championing Adoption, Upsell, and Long‑Term Satisfaction for a Fast‑Growing SaaS Company
About brighthush
At brighthush, we’re redefining the way businesses connect with their customers. Our cloud‑native platform empowers teams to deliver personalized experiences, streamline workflows, and unlock actionable insights—all while keeping the customer at the heart of everything we do. With a rapid growth trajectory and a commitment to innovation, we’re looking for a passionate Customer Onboarding & Success Lead to help our clients thrive from day one and beyond.
Why Join brighthush?
Working at brighthush means you’ll be part of a dynamic, fully remote team that values autonomy, collaboration, and continuous learning. We believe that the best customer success stories start with a strong partnership between our clients and our people. If you’re ready to make a tangible impact, grow your career, and shape the future of customer experience, you’ll find a welcoming environment where your ideas are heard and your contributions are celebrated.
Key Responsibilities
- Lead the End‑to‑End Onboarding Journey: Design, execute, and optimize onboarding programs that accelerate time‑to‑value for new customers.
- Personalize Onboarding Plans: Craft tailored roadmaps based on each client’s goals, industry, and usage patterns, ensuring a smooth transition from signup to full adoption.
- Serve as the Primary Post‑Signup Champion: Act as the main point of contact for all onboarding and early‑stage success activities, building trust and rapport with key stakeholders.
- Identify Upsell & Expansion Opportunities: Monitor usage data, gather feedback, and collaborate with Sales and Product teams to surface growth opportunities that align with customer objectives.
- Resolve Complex Support Inquiries: Handle escalated issues, coordinate cross‑functional support, and ensure timely, satisfactory resolutions that reinforce customer confidence.
- Collect and Act on Customer Feedback: Conduct regular check‑ins, surveys, and interviews; translate insights into actionable product enhancements in partnership with Engineering and Product.
- Champion Continuous Improvement: Analyze onboarding metrics, identify bottlenecks, and implement process improvements that elevate the overall customer experience.
- Collaborate Across Teams: Work closely with Sales, Marketing, Product, Engineering, and Support to align strategies and deliver a unified customer journey.
- Represent brighthush in the Remote Community: Participate in virtual team events, knowledge‑sharing sessions, and mentorship initiatives to foster a culture of learning and inclusion.
Essential Qualifications
- Minimum 5 years of experience in Customer Success, Customer Support, or a related role within a SaaS or technology company.
- Proven track record of translating complex technical concepts into clear, actionable guidance for clients.
- Demonstrated ability to resolve high‑impact, multi‑dimensional customer issues with a calm, solution‑oriented mindset.
- Strong written and verbal communication skills in English; fluency in additional languages is a plus.
- Self‑motivated, highly organized, and capable of managing multiple priorities in a fast‑paced, remote environment.
- Comfortable working across Americas time zones, with flexibility to accommodate overlapping schedules as needed.
- Tech‑savvy mindset with a quick learning curve for new tools, platforms, and processes.
Preferred Qualifications
- Experience with Intercom, Slack, or similar customer engagement platforms.
- Multilingual proficiency, especially Spanish or Russian, to support a global customer base.
- Background in healthcare technology or related regulated industries, providing insight into compliance and data security considerations.
- Experience in a high‑growth startup environment where you’ve contributed to scaling customer success operations.
Core Skills & Competencies
- Customer‑centric mindset with a passion for building lasting relationships.
- Analytical thinking: ability to interpret usage data, identify trends, and recommend actionable improvements.
- Project management: adept at planning, executing, and tracking onboarding initiatives with measurable outcomes.
- Problem‑solving & de‑escalation: calm under pressure, with a knack for turning challenging situations into positive experiences.
- Collaboration & influence: thrive in cross‑functional teams, driving consensus and alignment on customer priorities.
- Adaptability: thrive in a remote, distributed environment while maintaining high productivity and engagement.
Career Growth & Learning Opportunities
At brighthush, we’re committed to your professional development. As a Senior Customer Onboarding & Success Lead, you’ll:
- Lead the design of scalable onboarding frameworks that can be replicated across new product launches.
- Mentor junior success team members, sharing best practices and fostering a culture of continuous improvement.
- Collaborate with Product and Engineering to influence roadmap decisions based on real‑world customer feedback.
- Take ownership of key metrics such as Net Promoter Score, churn rate, and customer lifetime value, driving data‑driven strategies.
- Explore leadership pathways into Customer Success Management, Product Management, or Growth Strategy roles.
Work Environment & Culture
Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:
- Fully flexible work hours that respect your personal rhythm while aligning with global team needs.
- Regular virtual town halls, hackathons, and learning sessions that keep the team connected and energized.
- A collaborative environment where ideas are valued, and cross‑functional collaboration is the norm.
- Access to cutting‑edge tools and resources that empower you to deliver outstanding customer experiences.
Compensation & Benefits
While the exact figures are tailored to experience and market conditions, you can expect:
- Competitive base salary aligned with industry standards for senior customer success roles.
- Performance‑based bonuses tied to customer satisfaction, retention, and upsell metrics.
- Generous paid time off, including vacation, sick leave, and personal days.
- Health, dental, and vision insurance options for you and your dependents.
- 401(k) matching program to help you build long‑term financial security.
- Professional development stipend for courses, certifications, and conferences.
- Equity or stock‑option opportunities as part of the overall compensation package.
Ready to Make an Impact?
If you’re a proactive, customer‑obsessed professional who thrives in a remote, high‑growth environment, we’d love to hear from you. Join brighthush and help shape the future of customer success, while advancing your career in a supportive, innovative setting.