Senior Customer Success & Onboarding Specialist – Driving Adoption, Renewals, and Brand Advocacy at brighthush

About brighthush

brighthush is a trailblazing SaaS platform that empowers creative professionals to orchestrate every facet of their production workflow. From script breakdowns and shot lists to media management and call sheets, our intuitive tools bring clarity and efficiency to agencies, production houses, and independent creators worldwide. With a vibrant community of over 1 million monthly readers on our blog and a YouTube channel boasting more than 2 million subscribers, brighthush is not just a software company – it’s a creative ecosystem that fuels storytelling at scale.

Why Join brighthush?

At brighthush, we believe that technology should amplify creativity, not constrain it. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. As a remote-first organization, we empower our team members to work from anywhere while fostering a sense of belonging through regular virtual meet‑ups, hackathons, and industry‑wide events. We invest in continuous learning, offering access to courses, certifications, and mentorship programs that help you grow both technically and professionally.

Role Overview

As a Senior Customer Success & Onboarding Specialist, you will be the linchpin of our post‑sale experience. Your mission is to guide new customers from the moment they sign up through their entire lifecycle, ensuring they derive maximum value from brighthush’s platform. You will own onboarding, adoption, renewals, and expansion, while also serving as the brand’s ambassador at trade shows, on‑camera content, and in the community.

Key Responsibilities

• End‑to‑End Customer Relationship Management: Own the full customer journey – from initial onboarding to renewal and upsell – ensuring a seamless experience that drives satisfaction and advocacy.
• Product Evangelism: Attain expert‑level fluency across all brighthush features. Act as the go‑to resource for teammates and customers when complex workflow questions arise.
• Bug Identification & QA: Investigate, document, and reproduce bugs with clear steps. File tickets, track resolution, and rigorously test upcoming releases before they go live.
• Onboarding Excellence: Design and execute onboarding programs that accelerate adoption. Proactively guide customers to value in the first weeks and beyond.
• Lifecycle Check‑Ins: Conduct regular check‑ins throughout the account lifecycle to confirm real platform usage, not just completed setup.
• Renewal Ownership: Manage the renewal process, flag at‑risk accounts early, and collaborate with the sales team to secure renewals.
• Expansion & Upsell: Identify expansion opportunities during check‑ins and hand qualified accounts to the sales team for upsell conversations.
• Product Demos & Sales Support: Join the sales team for demos, confidently articulating platform capabilities and addressing customer needs.
• Brand Representation: Represent brighthush at trade shows and industry events in Los Angeles and beyond, supporting the sales team on‑site.
• Content Creation: Write, film, and edit support and product videos, including on‑screen appearances. Produce help documentation and tutorials that empower users.
• AI Assistant Training: Help train and refine our Intercom Fin AI assistant using real customer conversations.
• Support Excellence: Respond to live chat and email inquiries swiftly and effectively, turning support interactions into opportunities for delight.
• Insight Generation: Identify patterns in customer questions and relay actionable insights to product, engineering, and content teams.
• Work‑Life Balance: Balance reactive support with proactive onboarding, renewals, documentation, and event work, ensuring consistent delivery across all priorities.

Essential Qualifications

• 3+ years of experience in customer success, account management, or technical support, with a proven track record in renewals ownership.
• Strong technical aptitude: comfortable digging into product internals, reproducing bugs, and building deep expertise in a complex SaaS tool.
• Prior QA, bug‑testing, or technical support experience is highly valued.
• Background in sales, account management, or customer onboarding.
• Proficiency with Intercom or a similar live chat/helpdesk platform.
• Excellent communication skills: warm, engaging, and capable of building rapport with customers and leading conversations, demos, renewals, or on‑camera segments.
• Comfortable on camera and confident representing the brand at live events.
• Basic video editing skills (Premiere, Final Cut, CapCut, or similar).
• Typing speed of at least 65 words per minute.
• Detail‑oriented, forward‑thinking, and organized, able to manage high ticket volume while owning long‑term relationships.
• Empathetic, patient, and conversational, with a genuinely positive attitude toward customers.
• Willingness and ability to travel regularly to trade shows and industry events in and around Los Angeles.

Preferred (Bonus) Skills

• Experience owning renewals or expansion/upsell targets in a SaaS environment.
• Experience creating help documentation, tutorials, or support videos.
• Familiarity with bug/issue trackers such as Jira, GitHub Issues, or Linear.
• Advanced video editing or motion graphics experience.
• Familiarity with a CRM (HubSpot, Salesforce, or similar).
• Live event or trade show experience.
• Interest in filmmaking, storytelling, or creative tools.

What You’ll Gain

At brighthush, your growth is our priority. You’ll have the opportunity to:

• Lead cross‑functional initiatives that shape the future of our platform.
• Develop deep expertise in a cutting‑edge creative SaaS product.
• Expand your skill set in product demos, content creation, and AI assistant training.
• Build a network of industry professionals through trade shows and events.
• Advance into senior or managerial roles within Customer Success, Product, or Marketing.
• Participate in continuous learning programs, including certifications in SaaS, customer success, and video production.

Work Environment & Culture

Our remote‑first model means you can work from anywhere, with flexible hours that respect your personal life. We celebrate diversity, inclusion, and a growth mindset. Regular virtual coffee chats, hackathons, and community meet‑ups keep our team connected and energized. At brighthush, you’ll find a collaborative environment where ideas are valued, experimentation is encouraged, and success is celebrated.

Compensation & Benefits

We offer a competitive hourly rate of $18.00–$20.00, commensurate with experience. In addition to your base pay, you’ll enjoy:

• Fully remote work with a stipend for home office setup.
• Generous paid time off and flexible vacation policy.
• Health, dental, and vision insurance options.
• Professional development budget for courses, conferences, and certifications.
• Equity or stock‑option program (subject to role and tenure).
• Annual travel stipend for trade shows and industry events.
• Access to a company‑wide wellness program, including mental health resources.

Ready to Make an Impact?

If you are a proactive, tech‑savvy customer success professional who thrives on building lasting relationships, driving adoption, and representing a brand with passion, we want to hear from you. Join brighthush and help shape the future of creative production while advancing your career in a supportive, innovative environment.

Apply today and become a key player in our journey to empower creators worldwide.