Senior Customer Success & Onboarding Specialist – Remote B2B SaaS Platform at brighthush – Driving Nonprofit Grant Success & Transforming Customer Experience

About brighthush

brighthush is a high‑growth, mission‑driven B2B SaaS company that is redefining how nonprofits discover, apply for, and track grant funding. Our cloud‑based platform brings together charities, foundations, community groups, and social enterprises into a single, intuitive ecosystem that simplifies the entire funding journey. By removing administrative friction and providing real‑time insights, we enable organizations to focus on what matters most: creating lasting social impact.

Our product evolves through continuous dialogue with the very people we serve. As we expand our customer base across the United States, Latin America, and beyond, we’re looking for passionate, self‑driven individuals who want to shape the customer experience from day one. If you thrive in a fast‑paced, mission‑driven environment and want to build processes that matter, brighthush is the place for you.

Why Join brighthush?

• Mission‑Driven Work – Every interaction you have helps a nonprofit secure vital funding and amplify their impact.
• Real Ownership – You’ll design and implement the onboarding and support workflows that shape our product’s success.
• Career Growth – As we scale, so will your career. From specialist to team lead, the path is yours to create.
• Fully Remote, Flexible Hours – Work from anywhere in the world and set a schedule that fits your life.
• Competitive Compensation – Earn a salary in US dollars that reflects your expertise and impact.
• Impactful Culture – Join a community that celebrates wins, learns from setbacks, and stays true to its social mission.

Key Responsibilities

As the voice of brighthush for new and existing customers, you’ll play a pivotal role in ensuring a seamless, delightful experience from onboarding to ongoing support. Your day‑to‑day tasks will include:

• Responding to support tickets and emails with a proactive, solution‑oriented approach—delving into customer accounts to resolve issues directly.
• Leading engaging onboarding video and phone calls that accelerate product adoption and reduce churn.
• Managing public conversations on social media advertising platforms: answering questions, converting inquiries into qualified leads, and handling negative comments with tact and professionalism.
• Designing and building the entire support and onboarding process from scratch, including workflows, documentation, knowledge bases, and best‑practice playbooks.
• Collecting, analyzing, and sharing customer feedback with product and engineering teams to drive continuous improvement.
• Collaborating cross‑functionally with Marketing, Product, and Sales to align messaging, feature releases, and customer success initiatives.
• Maintaining a high level of customer satisfaction scores and contributing to the overall health metrics of the customer base.
• Acting as a liaison between the customer community and internal stakeholders to surface pain points and opportunities.
• Creating and delivering training materials, webinars, and self‑service resources that empower users to get the most out of brighthush.
• Monitoring and reporting on key performance indicators such as ticket resolution time, NPS, churn rate, and adoption metrics.
• Identifying and documenting recurring support issues to inform product roadmap decisions.
• Participating in quarterly business reviews with key accounts to showcase value and uncover upsell opportunities.
• Mentoring new hires and sharing best practices to elevate the overall quality of the support team.

Essential Qualifications

• Fluent in spoken and written English with a clear, neutral accent.
• Proven experience in customer‑facing support or onboarding, preferably within a SaaS or software product environment.
• Comfortable on camera and confident leading video calls with customers.
• Exceptional writing skills—capable of crafting clear, professional, and friendly communication across email, tickets, and social media.
• High emotional intelligence: a problem‑solver who thrives on autonomy rather than following rigid scripts.
• Responsive, communicative, and dedicated to delivering an outstanding customer experience.
• Strong judgment in handling public criticism under paid advertising campaigns.
• Experience building processes independently in the absence of an existing playbook.
• Basic understanding of CRM and help‑desk platforms (e.g., Zendesk, Intercom, HubSpot).
• Knowledge of data analysis tools (Excel, Google Sheets, or similar) to track and report metrics.
• Experience with project management tools (Asana, Trello, Monday.com) is a plus.
• Comfortable with video conferencing and webinar tools (Zoom, Teams, Webex).

Preferred Qualifications

• Background in the nonprofit sector or a passion for social impact initiatives.
• Experience with CRM and help‑desk platforms.
• Familiarity with social media management tools.
• Knowledge of grant‑funding landscapes and common challenges faced by nonprofits.
• Previous experience in a fast‑paced, high‑growth startup environment.
• Experience with video conferencing and webinar tools (Zoom, Teams, Webex).
• Basic project management skills and familiarity with tools like Asana, Trello, or Monday.com.

Core Skills & Competencies

• Customer‑Centric Mindset – Always putting the customer’s needs first.
• Communication Excellence – Clear, concise, and empathetic across all channels.
• Problem‑Solving Agility – Quickly diagnosing issues and crafting effective solutions.
• Process Design – Turning ad‑hoc support into scalable, repeatable workflows.
• Data‑Driven Decision Making – Using metrics to refine support strategies.
• Collaboration & Influence – Working seamlessly with cross‑functional teams.
• Adaptability – Thriving in a dynamic, evolving product environment.
• Tech Savviness – Comfortable learning new tools and platforms quickly.
• Empathy & Patience – Understanding the unique challenges nonprofits face.

Career Growth & Learning Opportunities

At brighthush, your growth is as important to us as your impact. We offer:

• Mentorship from senior leaders in Customer Success, Product, and Engineering.
• Access to industry conferences, webinars, and training programs.
• Clear career pathways—from Specialist to Team Lead, and eventually to Director of Customer Success.
• Regular performance reviews with actionable feedback and development plans.
• Opportunities to contribute to product roadmaps and influence the future of our platform.
• Cross‑functional project assignments that broaden your skill set.
• Leadership training for those who aspire to manage teams.
• Annual hackathon and innovation challenges to spark creative solutions.
• Recognition programs that celebrate individual and team achievements.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and a shared commitment to social impact. Our culture is defined by:

• Remote‑First Flexibility – Work from anywhere, with a focus on results rather than hours.
• Weekly virtual team huddles that keep everyone aligned and connected.
• Open‑door communication channels—your voice matters at every level.
• Regular virtual social events, from game nights to wellness workshops.
• A culture of continuous learning—everyone is encouraged to experiment, fail fast, and iterate.
• Celebration of milestones, both personal and company‑wide, to reinforce community.
• Inclusive decision‑making processes that value diverse perspectives.
• Community outreach initiatives that allow employees to volunteer and give back.
• Annual company retreat (virtual or in‑person) to celebrate milestones and build camaraderie.

Compensation, Perks & Benefits

• Competitive salary in US dollars, commensurate with experience.
• Fully remote role—no relocation costs or commuting expenses.
• Health & wellness stipend to support your physical and mental well‑being.
• Generous paid time off and flexible holiday policy.
• Equity options as part of the long‑term incentive plan.
• Access to a curated library of online courses and professional development resources.
• Annual company retreat (virtual or in‑person) to celebrate milestones and build camaraderie.
• Technology stipend to equip you with the best tools for remote work.
• Discounts on partner services and products that support personal growth.
• Employee referral bonus program.
• Monthly wellness challenges and mindfulness sessions.

How to Apply

If you’re ready to take ownership of the customer journey, build processes from the ground up, and help nonprofits unlock the funding they need, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

Apply Now

Join brighthush Today

At brighthush, you’ll be more than a support specialist—you’ll be a catalyst for change, a builder of systems, and a champion for nonprofits worldwide. If you’re passionate about making a difference, thrive in a fast‑paced environment, and want to own your impact, apply now and help us light the way for the next generation of nonprofit leaders.