Senior Customer Success & Onboarding Specialist – Remote B2B SaaS Platform for Nonprofit Grant Funding – Drive Impactful Growth and Transform Lives at brighthush
Welcome to brighthush – Where Data Meets Compassion
At brighthush, we’re redefining how nonprofits secure the resources they need to change the world. Our cloud‑based platform blends predictive analytics, AI‑driven recommendations, and a frictionless user interface to help organizations find, apply for, and win grant funding faster than ever before. By removing the administrative burden of fundraising, we free nonprofits to focus on the people and programs that matter most.
Our mission is simple: empower every nonprofit, regardless of size or geography, to access the capital they deserve. With a growing community of thousands of organizations across the globe, we’re on a relentless pursuit of innovation, customer delight, and measurable impact.
Why Your Next Career Move Should Be at brighthush
When you join brighthush, you become part of a high‑energy, purpose‑driven team that values ownership, creativity, and tangible results. We’re looking for individuals who:
- Are passionate about customer success and thrive in a fast‑moving, data‑centric environment.
- Enjoy shaping product experience from day one and building processes that scale.
- Can solve complex problems with empathy and a solutions‑oriented mindset.
- Are eager to make a real difference for nonprofits worldwide.
In return, we offer you a platform to grow, learn, and leave a lasting legacy.
Role Overview
As a Senior Customer Success & Onboarding Specialist, you will be the first point of contact for new nonprofit customers, guiding them through a seamless onboarding journey that sets the stage for long‑term success. You will partner closely with Sales, Product, and Support teams to ensure a smooth transition from prospect to advocate, while continuously refining our onboarding playbooks and customer experience.
Key Responsibilities
- Onboarding Excellence: Design, execute, and iterate onboarding workflows that reduce time‑to‑value for new customers.
- Customer Advocacy: Build strong relationships with key stakeholders, becoming a trusted advisor on how to maximize platform value.
- Process Optimization: Identify bottlenecks in the onboarding pipeline, propose data‑driven solutions, and collaborate with cross‑functional teams to implement improvements.
- Product Feedback Loop: Capture user insights and relay them to Product Management to influence roadmap decisions.
- Metrics & Reporting: Track onboarding KPIs (e.g., activation rate, churn, NPS), produce regular dashboards, and present findings to leadership.
- Training & Enablement: Develop and deliver training materials, webinars, and documentation that empower customers to use the platform effectively.
- Escalation Management: Resolve high‑priority issues, coordinate with Support, and ensure timely resolution to maintain customer satisfaction.
- Community Building: Foster a sense of belonging among users through community forums, user groups, and success stories.
Essential Qualifications
- 5+ years of experience in customer success, onboarding, or account management within a B2B SaaS environment.
- Proven track record of reducing churn and improving customer satisfaction scores.
- Strong analytical mindset with proficiency in Excel, SQL, or similar tools for data analysis.
- Excellent communication skills, both written and verbal, with the ability to translate technical concepts to non‑technical audiences.
- Experience working with nonprofit organizations or a deep understanding of the nonprofit fundraising ecosystem is highly desirable.
- Comfortable with remote work, self‑motivated, and able to manage multiple priorities in a dynamic setting.
Preferred Qualifications
- Background in product management or project management, with a focus on customer‑centric initiatives.
- Experience with customer success platforms such as Gainsight, Totango, or similar.
- Knowledge of grant‑making processes, funding databases, and compliance requirements.
- Fluency in multiple languages to support a global customer base.
- Certifications in Customer Success Management (CSM) or related fields.
Core Skills & Competencies
- Strategic Thinking – Ability to see the big picture while managing day‑to‑day tasks.
- Problem Solving – Creative and analytical approaches to overcome obstacles.
- Empathy – Deep understanding of customer pain points and motivations.
- Collaboration – Proven ability to work cross‑functionally with Sales, Product, Engineering, and Support.
- Project Management – Skilled at prioritizing, scheduling, and delivering on commitments.
- Data Literacy – Comfortable turning numbers into actionable insights.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Senior Customer Success & Onboarding Specialist, you will:
- Lead initiatives that shape the future of our onboarding framework, positioning you as a thought leader within the organization.
- Collaborate with senior leaders to influence product strategy and roadmap.
- Participate in mentorship programs, both as a mentee and a mentor, fostering continuous learning.
- Attend industry conferences, webinars, and workshops to stay ahead of trends in SaaS and nonprofit technology.
- Earn professional certifications in Customer Success, Project Management, or related disciplines through our tuition‑reimbursement program.
Our Culture – Purpose, Passion, and Play
brighthush is built on a foundation of purpose‑driven work, open communication, and a commitment to work‑life balance. We celebrate:
- Remote Flexibility: Work from anywhere with a reliable internet connection.
- Inclusive Environment: Diversity of thought, background, and experience is valued and nurtured.
- Continuous Feedback: Regular 1:1s, pulse surveys, and transparent goal setting keep everyone aligned.
- Community Impact: Quarterly volunteer days and partnership with local nonprofits reinforce our mission.
- Fun & Recognition: Monthly shout‑outs, virtual happy hours, and an annual “Impact Awards” ceremony.
Compensation & Perks
While specific figures vary by role and experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:
- Health, dental, and vision insurance.
- 401(k) with company match.
- Unlimited paid time off and flexible scheduling.
- Professional development stipend and tuition reimbursement.
- Wellness program access (mental health support, fitness memberships).
- Equity options for eligible employees.
Ready to Make a Difference?
If you’re a seasoned customer success professional who wants to combine strategic thinking with a passion for nonprofit impact, we want to hear from you. Join brighthush and help us transform the way nonprofits secure funding, one success story at a time.