Senior Customer Onboarding & Support Specialist – SaaS Client Success & Onboarding Champion (Remote)

About brighthush

At brighthush, we’re redefining the way dental professionals manage their practice through cutting‑edge cloud solutions. Our suite of SaaS products empowers clinics to streamline patient intake, automate billing, and deliver personalized care—all from a single, intuitive platform. With a mission to make dental practice management effortless, brighthush has grown from a small startup to a trusted partner for over 3,000 dental offices worldwide.

We’re looking for a dynamic, customer‑centric professional to join our remote team as a Customer Onboarding & Support Specialist. In this role, you’ll be the first point of contact for new clients, guiding them through a seamless onboarding journey while providing ongoing support that keeps them engaged and satisfied. If you thrive in a fast‑paced, cross‑functional environment and love turning complex processes into simple, delightful experiences, we want to hear from you.

Key Responsibilities

• Onboarding Project Management – Lead end‑to‑end onboarding projects, from initial discovery calls to final system configuration, ensuring every client receives a customized, step‑by‑step implementation plan.
• Client Needs Analysis – Conduct thorough needs assessments, document requirements, and translate them into actionable setup tasks that align with each practice’s workflow.
• Order Processing & Account Setup – Coordinate order processing, license activation, and account provisioning across our SaaS platform, guaranteeing a smooth transition from sales to service.
• Responsive Support & Troubleshooting – Serve as the primary support channel for new and existing clients, diagnosing issues, escalating when necessary, and communicating clear next steps.
• CRM Data Stewardship – Maintain accurate, up‑to‑date records in Salesforce and Salesforce Cloud, ensuring all client interactions, milestones, and support tickets are logged for future reference.
• Cross‑Functional Collaboration – Partner with Sales, Marketing, and Client Services teams to align messaging, share insights, and support account growth initiatives.
• Data‑Driven Decision Making – Analyze onboarding metrics, client feedback, and support trends to recommend process improvements and inform product strategy.
• Continuous Process Improvement – Identify bottlenecks in the onboarding workflow, propose solutions, and work with engineering and product teams to implement enhancements.

Essential Qualifications

• 3+ years of experience in customer service, client services, or account management within a SaaS environment.
• Proficiency with CRM platforms, especially Salesforce and Salesforce Cloud.
• Strong written and verbal communication skills, with the ability to translate technical concepts into clear, client‑friendly language.
• Project management experience, including the ability to juggle multiple onboarding projects simultaneously while meeting deadlines.
• Excellent problem‑solving skills and a proactive mindset for identifying and resolving client issues before they become roadblocks.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with order processing tools.
• Experience working in a remote, distributed team environment.

Preferred Qualifications

• Prior experience in the dental technology or healthcare SaaS space.
• Background in financial services or billing systems.
• Knowledge of dental practice management workflows and terminology.
• Experience with data analytics tools (e.g., Tableau, Power BI) to track onboarding KPIs.
• Certifications in project management (PMP, Agile, or similar) are a plus.

Skills & Competencies

• Customer‑First Mindset – Passion for delivering exceptional client experiences and building long‑term relationships.
• Analytical Thinking – Ability to interpret data, identify trends, and translate insights into actionable improvements.
• Technical Aptitude – Comfortable learning new software tools quickly and troubleshooting technical issues.
• Collaboration & Influence – Skilled at working cross‑functionally, influencing stakeholders, and driving consensus.
• Adaptability – Thrive in a rapidly evolving environment, adjusting priorities as business needs shift.
• Time Management – Masterful at prioritizing tasks, managing competing deadlines, and delivering results on schedule.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Onboarding & Support Specialist, you’ll have the chance to:

• Progress into senior client success roles, such as Client Success Manager or Customer Experience Lead.
• Take ownership of product feedback loops, influencing the roadmap and feature prioritization.
• Participate in cross‑departmental initiatives, gaining exposure to sales strategy, product development, and marketing.
• Access a robust learning platform that includes courses on SaaS best practices, advanced Salesforce administration, and leadership development.
• Earn certifications in Salesforce, project management, or customer success frameworks.

Work Environment & Company Culture

brighthush is a fully remote, inclusive organization that values flexibility, transparency, and continuous improvement. Our culture is built on:

• Open Communication – Daily stand‑ups, weekly all‑hands meetings, and an open Slack channel for real‑time collaboration.
• Employee Well‑Being – Comprehensive health, dental, and vision plans, plus mental health resources and a generous paid time off policy.
• Diversity & Inclusion – A commitment to creating a welcoming environment for people of all backgrounds, with regular DEI training and employee resource groups.
• Innovation & Ownership – Empowerment to experiment, propose new ideas, and take ownership of projects that impact our customers.
• Community Impact – Partnerships with dental schools and community clinics to promote oral health education.

Compensation & Benefits

We offer a competitive salary range of $48,400 – $58,400 per year, commensurate with experience and qualifications. In addition to base pay, you’ll receive:

• Full coverage of dental, medical, and vision insurance.
• Flexible work‑from‑home stipend to support a productive home office.
• Paid time off, including vacation, sick leave, and personal days.
• 401(k) matching program to help you plan for the future.
• Annual professional development budget for courses, conferences, or certifications.
• Employee wellness program, including virtual fitness classes and mindfulness sessions.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re becoming part of a mission to transform dental practice management. You’ll work with a passionate team that values innovation, customer success, and personal growth. Your contributions will directly impact the daily operations of dental practices worldwide, helping them deliver better care to patients.

Ready to make a difference? Apply today and help us bring seamless, cloud‑based solutions to dental professionals everywhere.