Senior Customer Onboarding & Success Lead – Driving Adoption, Upsell, and Long‑Term Satisfaction for a Rapidly Scaling Cloud‑Native SaaS Platform at brighthush
About brighthush
brighthush is a trailblazing cloud‑native SaaS platform that empowers businesses to connect with their customers in ways that were once unimaginable. By weaving together personalized experiences, intelligent automation, and real‑time analytics, we help teams deliver value faster, reduce friction, and unlock insights that drive growth. Our rapid expansion is fueled by a relentless focus on innovation, customer obsession, and a culture that thrives on collaboration and continuous learning.
Why brighthush is the Place to Accelerate Your Career
At brighthush, we believe that the best customer success stories begin with a partnership that feels like a true extension of the client’s own team. That philosophy is reflected in every aspect of our organization: from our fully remote, flexible work model to our data‑driven decision making and our commitment to professional development. If you’re ready to make a tangible impact, grow your skill set, and help shape the future of customer experience, you’ll find a welcoming environment where your ideas are heard and your contributions are celebrated.
Role Overview
As the Senior Customer Onboarding & Success Lead, you will be the architect and champion of the entire customer journey from the moment a new account is activated to the point where the customer is fully integrated, engaged, and poised for expansion. You will work closely with Sales, Product, Engineering, Marketing, and Support to create a seamless, data‑driven onboarding experience that accelerates time‑to‑value, drives adoption, and unlocks upsell opportunities.
Key Responsibilities
- Design and Execute End‑to‑End Onboarding Programs: Build scalable onboarding frameworks that can be customized for different verticals, account sizes, and usage patterns. Continuously iterate based on feedback and performance metrics.
- Develop Personalized Onboarding Roadmaps: Collaborate with new customers to understand their business goals, pain points, and success metrics. Translate these insights into a step‑by‑step plan that guides them from sign‑up to full adoption.
- Serve as the Primary Post‑Signup Champion: Act as the main point of contact for all early‑stage success activities. Build trust and rapport with key stakeholders, ensuring a smooth transition from Sales to Success.
- Identify Upsell & Expansion Opportunities: Leverage usage analytics, customer feedback, and market trends to surface growth opportunities. Partner with Sales and Product to create tailored expansion proposals.
- Resolve Complex Support Inquiries: Handle escalated issues with a calm, solution‑oriented mindset. 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 brighthush, brighthush, 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 the 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.
How to Apply
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.