Senior Customer Success & Onboarding Manager – Driving Activation & Retention for Auto Repair Shops at brighthush

About brighthush

brighthush is the leading cloud‑based platform that empowers auto repair shops to operate smarter, grow faster, and deliver exceptional customer experiences. Founded in 2017 by a shop owner who understood the day‑to‑day challenges of the industry, brighthush has evolved into a comprehensive solution that unites innovation, real‑world expertise, and a vibrant community of shop owners. From streamlining shop operations and securing payments to engaging customers and driving revenue, our platform frees shop owners to focus on what matters most: building trust, delivering quality service, and scaling sustainably.

Why Join brighthush?

At brighthush, we’re not just building software – we’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward, one interaction at a time. If you thrive in a fast‑moving, collaborative environment where ownership, curiosity, and impact are valued, you’ll feel right at home. We celebrate bold ideas, encourage honest feedback, and reward results that benefit our customers and our team alike.

Role Overview

The Senior Customer Success & Onboarding Manager (CSOM) owns the full customer journey from contract sign‑off through the first six months on the platform. As the primary point of contact for single‑location auto repair shops (SMB 1), you’ll guide each shop through a seamless onboarding experience, drive rapid product adoption, and ensure they see tangible results that keep them engaged and growing. Your success is measured by two key metrics: activation rates and retention.

Key Responsibilities

• Become a brighthush Product Expert: Master every feature, integration, and best practice to confidently guide customers.
• Guide New SMB 1 Shops: Lead the full onboarding process—from contract close to go‑live—including account setup, data migration, and system configuration.
• Build Genuine Relationships: Serve as the trusted advisor and primary point of contact for shop owners throughout their first six months.
• Lead Training & Adoption: Conduct live calls, workshops, and hands‑on training sessions to ensure stakeholders fully adopt brighthush.
• Monitor Usage & Drive Improvement: Track product usage, identify gaps, and recommend best practices to improve key metrics.
• Own Customer Risks & Escalations: Act as the first line of defense for stalled implementations or unresponsive customers, turning challenges into opportunities.
• Document Progress: Maintain accurate, up‑to‑date records of all onboarding activities and customer milestones.
• Collaborate Cross‑Functionally: Work closely with Sales, Support, Product, and Marketing to surface feedback, resolve issues, and refine the onboarding experience.
• Champion brighthush: Reinforce our platform as the industry standard for customer service and communication.

Essential Qualifications

• 1–2 years of experience in Customer Onboarding, Customer Success, or a related customer‑facing role.
• Project Management: Proven ability to manage multiple client onboarding timelines, track milestones, and drive adoption without direct supervision.
• Communication: Skilled at leading customer calls, translating complex concepts into clear, actionable guidance.
• Organization: Excellent time‑management, prioritization, and documentation skills throughout the onboarding lifecycle.
• Adaptability: Comfortable navigating ambiguity and change while keeping customer progress moving forward.
• Familiarity with CRM tools (e.g., Salesforce) is a plus, but not required.
• Knowledge of the automotive industry is appreciated, but not required.
• Bachelor’s degree preferred.

Preferred Qualifications

• Experience working with SMB‑focused SaaS products.
• Track record of driving high activation and retention rates.
• Strong analytical skills to interpret usage data and recommend actionable insights.
• Comfortable with remote collaboration tools and virtual meeting platforms.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering value.
• Strategic thinking and problem‑solving abilities.
• Proficiency in data analysis and reporting.
• Excellent written and verbal communication.
• Team player who thrives in a collaborative, fast‑paced environment.
• Resilience and a growth mindset.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a CSOM, you’ll have the chance to:

• Progress to Senior CSOM, Customer Success Lead, or Product Management roles.
• Lead cross‑functional initiatives that shape the future of our platform.
• Participate in leadership development programs and mentorship opportunities.
• Attend industry conferences, webinars, and workshops to stay ahead of market trends.
• Contribute to internal knowledge bases, training materials, and best‑practice guides.

Work Environment & Culture

brighthush fosters a culture of ownership, curiosity, and impact. We value:

• Transparency and open communication across all levels.
• Bold experimentation balanced with thoughtful Apply for this job