Senior Customer Success & Onboarding Specialist – Accelerating Home‑Improvement Contractor Success on a Rapidly Scaling SaaS Platform at brighthush

About brighthush

brighthush is a trailblazing, bootstrapped B2B SaaS company that empowers home‑improvement contractors to scale their businesses with ease. Since our founding, we have built a platform that blends intuitive design, powerful automation, and data‑driven insights to help contractors manage projects, track finances, and grow revenue. Our customers consistently praise the ease of use and the dedicated support they receive, as reflected in glowing reviews on brighthush and brighthush. We are proud to be profitable, rapidly expanding, and committed to delivering real value to the contractors who rely on our software every day.

Why This Role Is a Game‑Changer

As a small but ambitious team, we give our people the freedom to shape the product, influence strategy, and see the direct impact of their work. In this role you will work side‑by‑side with the Director of Customer Success and the founder, gaining exposure to product development, sales, and operations. Whether you’re looking to deepen your expertise in customer success or build a foundation for your own startup, brighthush offers the learning environment and autonomy you need to thrive.

Key Responsibilities

1. Demo & Onboarding Excellence

• Conduct engaging Zoom demos for inbound leads, uncovering pain points and showcasing how brighthush solves them.
• Guide prospects through a seamless onboarding journey, ensuring they can hit the ground running and convert to paid subscribers.
• Use storytelling and data to illustrate ROI, turning curiosity into commitment.
• Collaborate with the sales team to refine the pre‑sales process, ensuring a smooth handoff and consistent messaging.
• Track and report on demo-to‑close conversion rates, providing actionable insights to improve the funnel.

2. Ongoing Relationship Management & Customer Success

• Maintain proactive relationships with new and existing customers, driving adoption, usage, and satisfaction.
• Identify upsell and cross‑sell opportunities, collaborating with sales to close additional revenue streams.
• Collect and analyze customer feedback, feeding insights into the product roadmap to prioritize features that matter most.
• Develop and execute account plans for high‑value customers, ensuring they receive the support and resources they need to succeed.
• Act as the voice of the customer within the organization, championing their needs in product meetings and strategy sessions.

3. Responsive Customer Support

• Handle support tickets via email, live chat, and phone, resolving issues quickly and professionally.
• Document common problems and solutions in the knowledge base, reducing support load and empowering customers.
• Escalate complex technical issues to the engineering team with clear, concise context.
• Monitor support metrics (first‑response time, resolution time, CSAT) and implement process improvements.
• Provide post‑implementation follow‑ups to ensure customers are fully comfortable with the platform.

4. Impactful Side Projects

• Design and refine onboarding workflows to improve conversion rates.
• Create user guides, video tutorials, and blog content that demystify the platform.
• Develop drip email campaigns and copy that boost engagement and reduce churn.
• Collaborate with marketing to produce social media assets that showcase customer success stories.
• Run A/B tests on onboarding flows, emails, and in‑app messaging to continuously improve the customer experience.

Essential Qualifications

• Minimum 2 years of experience in customer success or support for a SaaS product.
• Strong verbal and written communication skills; ability to explain technical concepts to non‑technical audiences.
• Tech‑savvy mindset: quick to learn new tools, comfortable navigating complex software.
• Empathy and friendliness; adept at building rapport with diverse stakeholders.
• Self‑motivated, results‑driven, and comfortable owning end‑to‑end customer journeys.
• Reliable high‑speed internet connection and a quiet workspace for remote collaboration.
• Experience with customer success metrics (NPS, CSAT, churn, renewal rates) and reporting.
• Proficiency in CRM and helpdesk platforms (e.g., Salesforce, Zendesk, Intercom).

Preferred (But Not Required) Skills

• Experience with CRM and helpdesk platforms (e.g., Salesforce, Zendesk, Intercom).
• Basic data analysis skills; ability to interpret usage metrics and churn indicators.
• Video editing or content creation experience.
• Knowledge of the home‑improvement industry or contractor workflows.
• Experience with marketing automation tools (e.g., HubSpot, Marketo).
• Familiarity with project management software (e.g., Asana, Trello, Monday.com).

What You’ll Bring to the Table

Customer‑Centric Vision: You see the customer’s journey as a continuous partnership, not just a sales cycle. Problem‑Solving Agility: You thrive in a fast‑moving environment, turning challenges into opportunities for improvement. Collaborative Spirit: You enjoy cross‑functional teamwork, sharing insights with product, sales, and marketing to drive shared success. Growth Mindset: You’re eager to learn, experiment, and iterate—whether that’s mastering a new feature or testing a fresh onboarding tactic. Data‑Driven Decision Making: You use metrics to guide strategy and validate hypotheses. Communication Excellence: You can translate complex data into clear, actionable stories for both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, your career path is shaped by your ambition and impact. We offer:

• Mentorship from the founder and senior leaders, providing guidance on product strategy and leadership.
• Regular skill‑building workshops—ranging from advanced customer success frameworks to data analytics.
• Clear promotion criteria: from Specialist to Lead, then to Director of Customer Success.
• Opportunity to lead product initiatives, influencing the roadmap and driving company growth.
• Access to industry conferences and networking events, with travel support for key gatherings.
• Cross‑departmental shadowing programs to broaden your understanding of the business.
• Annual performance reviews that focus on growth, impact, and career aspirations.

Work Environment & Culture

Remote‑First, Yet Connected: 100% remote work with occasional in‑person meetups for team building and conferences. Transparent Communication: Weekly all‑hands meetings, open Slack channels, and a culture that values honesty and feedback. Innovation‑Driven: We iterate quickly, celebrate wins, and learn from failures—every day is a chance to improve. Inclusive & Supportive: A diverse team that respects different perspectives and fosters a sense of belonging. Work‑Life Balance: Flexible work hours, generous paid time off, and a focus on mental well‑being. Tech‑Forward Tools: We use the latest collaboration, project management, and analytics tools to keep us connected and efficient.

Compensation & Perks

While specific figures vary by experience, brighthush offers a competitive base salary aligned with industry standards for SaaS customer success roles. In addition, we provide:

• Performance‑based bonuses tied to customer retention and upsell metrics.
• Equity options that give you a stake in the company’s future.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick days, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Flexible work hours to support work‑life balance.
• Monthly wellness stipend for gym memberships, meditation apps, or other self‑care activities.
• Annual team retreats and virtual social events to keep the community vibrant.

How to Apply

If you’re passionate about helping contractors succeed, thrive in a startup environment, and want to shape the future of a SaaS platform, we’d love to hear from you. Submit your resume and a brief cover letter explaining why you’re the perfect fit for brighthush. Let’s build something amazing together!