Senior Director of Customer Onboarding & Implementation – Enterprise Success Strategist, Time‑to‑Value Champion, and Growth Partner at brighthush

About brighthush

brighthush stands at the forefront of the technology‑enabled customer experience revolution. We empower Fortune 500 enterprises, mid‑market innovators, and emerging startups to design data‑driven, high‑impact journeys that delight customers, reduce churn, and unlock new revenue streams. Our DNA is forged from collaboration, relentless innovation, and a deep commitment to measurable outcomes. We blend analytical rigor with creative problem‑solving, all while nurturing a genuine passion for customer success. As a remote‑first organization, we champion flexibility, autonomy, and work‑life balance, creating a culture where every team member can thrive and make a lasting impact.

Role Overview

As the Senior Director of Customer Onboarding & Implementation, you will be the linchpin that connects our clients to the full power of brighthush’s solutions. You will own the end‑to‑end onboarding journey for a portfolio of high‑value accounts, ensuring that each client is set up for success from day one. Your leadership will shape the onboarding experience, drive process excellence, and cultivate deep, trust‑based relationships that translate into long‑term partnership and revenue growth.

Why This Role Matters

• Accelerate time‑to‑value for our clients, directly impacting satisfaction, retention, and upsell opportunities.
• Set the standard for onboarding excellence across the organization, creating repeatable, scalable processes.
• Serve as a strategic advisor to senior client stakeholders, influencing product adoption and future roadmap.
• Lead a high‑performing team of onboarding specialists, fostering a culture of continuous improvement and professional growth.

Key Responsibilities

• Strategic Leadership: Define and execute the onboarding strategy for a portfolio of 10+ enterprise accounts, aligning with business objectives and client expectations.
  • Develop long‑term onboarding roadmaps that integrate with sales, product, and support lifecycles.
  • Collaborate with executive leadership to set quarterly and annual onboarding goals.
  • Translate corporate strategy into actionable onboarding initiatives that drive measurable results.
• Client Champion: Act as the primary point of contact for all onboarding activities, building rapport with C‑suite executives, product owners, and operational teams.
  • Deliver executive‑level presentations that articulate value, progress, and next steps.
  • Facilitate workshops and discovery sessions to capture client requirements and success criteria.
  • Serve as the voice of the customer within brighthush, ensuring that client feedback informs product and service enhancements.
• Process Excellence: Continuously refine onboarding workflows, leveraging data analytics to reduce cycle time, eliminate bottlenecks, and improve quality.
  • Implement Lean, Six Sigma, and Agile best practices to streamline handoffs.
  • Develop and maintain a knowledge base of onboarding templates, playbooks, and SOPs.
  • Champion a culture of experimentation, encouraging the team to test new approaches and iterate quickly.
• Risk & Issue Management: Identify, assess, and mitigate risks throughout the onboarding lifecycle, ensuring timely resolution of any impediments.
  • Maintain a risk register and conduct regular risk reviews with stakeholders.
  • Escalate critical issues to senior leadership and coordinate cross‑functional resolution.
  • Develop contingency plans that protect client timelines and maintain trust.
• Contract & Negotiation: Lead contract discussions related to onboarding deliverables, timelines, and service level agreements, maintaining a win‑win relationship.
  • Collaborate with legal and finance to draft and negotiate onboarding clauses.
  • Ensure compliance with internal policies and external regulations.
  • Negotiate scope adjustments and change orders while preserving profitability.
• Performance Reporting: Track, analyze, and report on key performance indicators (KPIs) such as time‑to‑onboard, adoption rates, and client satisfaction scores.
  • Create dashboards and executive summaries for internal and client audiences.
  • Use insights to drive continuous improvement initiatives.
  • Present findings to the executive team, recommending strategic adjustments.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, Support, and Finance to synchronize efforts and deliver a cohesive client experience.
  • Act as the bridge between technical teams and client‑facing functions.
  • Coordinate joint client reviews and post‑implementation check‑ins.
  • Ensure alignment of product roadmaps with client onboarding needs.
• Team Development: Mentor and coach a team of onboarding managers and specialists, fostering a culture of accountability, learning, and high performance.
  • Conduct regular one‑on‑one coaching sessions and performance reviews.
  • Identify skill gaps and design targeted training programs.
  • Champion career development plans that align individual goals with company objectives.
• Transition Management: Oversee the hand‑off of clients from the onboarding team to the steady‑state operations team, ensuring continuity and sustained success.
  • Develop transition plans that include knowledge transfer, documentation, and support hand‑off.
  • Monitor post‑transition satisfaction and address any gaps.
  • Collaborate with the Customer Success team to maintain momentum.
• Thought Leadership: Represent brighthush at industry events, webinars, and client workshops, positioning the company as a thought leader in customer success.
  • Deliver keynote speeches and panel discussions on onboarding best practices.
  • Publish whitepapers and case studies that showcase client success stories.
  • Engage with the broader customer success community to stay ahead of emerging trends.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer onboarding, implementation, or client delivery roles, with at least 3 years in a leadership capacity.
• Proven track record of managing complex, multi‑phase onboarding projects for enterprise clients in a fast‑paced, matrixed environment.
• Strong strategic thinking and problem‑solving skills, with the ability to operate independently and influence cross‑functional teams.
• Exceptional communication, presentation, and negotiation skills; comfortable speaking to C‑suite executives and technical stakeholders alike.
• Demonstrated expertise in process improvement methodologies (Lean, Six Sigma, Agile) and risk management frameworks.
• Bachelor’s degree in Business, Information Technology, Healthcare Administration, or a related field; Master’s degree preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with project management tools (Jira, Asana, Smartsheet).
• Willingness to travel up to 35% of the time for client visits, internal meetings, and industry events.

Preferred Qualifications

• Experience in the healthcare, medical services, or physician practice management sectors.
• Background in obstetric or clinical operations, with knowledge of healthcare regulations and medical terminology.
• Advanced certifications in project management (PMP, Prince2) or process improvement (Lean Six Sigma Green/Black Belt).
• Experience leading remote or distributed teams, with a strong understanding of virtual collaboration tools.

Skills & Competencies

• Client‑centric mindset with a passion for delivering exceptional experiences.
• Analytical mindset: ability to interpret data, identify trends, and translate insights into actionable improvements.
• Change management expertise: adept at guiding clients through transformation journeys.
• Leadership presence: ability to inspire, motivate, and develop high‑performing teams.
• Adaptability: thrive in a dynamic environment, juggling multiple priorities and shifting client needs.
• Collaboration: strong interpersonal skills to build relationships across functional boundaries.
• Strategic vision: ability to align onboarding initiatives with broader business objectives.
• Project management acumen: proficiency in planning, scheduling, budgeting, and resource allocation.
• Communication excellence: clear, concise, and persuasive in both written and verbal formats.
• Technology fluency: comfortable working with SaaS platforms, data analytics tools, and integration frameworks.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As Senior Director of Customer Onboarding, you will:

• Progress to a Vice President or Chief Customer Officer role, shaping the overall customer success strategy.
• Participate in executive leadership programs, mentorship circles, and cross‑functional initiatives.
• Access industry conferences, workshops, and certifications to stay ahead of market trends.
• Lead global projects, expanding your influence beyond the U.S. market.
• Earn recognition through our “Customer Success Champion” award program.
• Benefit from a structured career ladder that rewards innovation, impact, and leadership.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is defined by:

• Inclusive, collaborative teams that celebrate diverse perspectives.
• Transparent communication and a flat hierarchy that empowers employees to make decisions.
• Continuous learning through internal knowledge bases, lunch‑and‑learn sessions, and peer coaching.
• Recognition programs that celebrate milestones, innovations, and client success stories.
• Annual “Innovation Day” where teams pitch new ideas to senior leadership.
• Community outreach initiatives that allow employees to give back through volunteer hours and fundraising.

Compensation & Benefits

• Base Salary: $130,000 – $150,000 annually, commensurate with experience.
• Performance Bonus: Up to 15% of base salary, tied to onboarding KPIs and client satisfaction metrics.
• Equity: Eligible for a restricted stock unit (RSU) grant as part of the executive compensation package.
• Health & Wellness: Comprehensive medical, dental, and vision plans for you and your dependents.
• Retirement: 401(k) plan with company match up to 5% of your salary.
• Paid Time Off: Generous PTO, sick leave, and paid holidays.
• Parental Leave: Paid maternity and paternity leave, plus adoption support.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Wellness Programs: Mental health resources, employee assistance program, and wellness stipend.
• Flexible Work: Fully remote work with occasional travel (35%+).
• Technology Stipend: Annual allowance for home office equipment and high‑speed internet.
• Employee Stock Purchase Plan: Opportunity to purchase shares at a discounted rate.

How to Apply

If you are a strategic, client‑focused leader who thrives in a dynamic, growth‑oriented environment, we want to hear from you. Please submit your resume and a cover letter outlining how your experience aligns with the responsibilities and qualifications above. Applications can be submitted through the brighthush careers portal or by emailing [email protected].

Join brighthush – Where Customer Success Meets Innovation

At brighthush, we are redefining what it means to deliver exceptional customer experiences. As Senior Director of Customer Onboarding & Implementation, you will play a pivotal role in shaping the future of our clients’ success stories. If you are ready to lead, innovate, and make a lasting impact, apply today and become part of a team that is changing the world, one onboarding journey at a time.