Senior Enterprise Customer Onboarding Manager – SaaS & Risk Management Solutions Lead at brighthush
About brighthush
brighthush is a global leader in Governance, Risk, and Compliance (GRC) technology, delivering integrated software that empowers organizations to navigate complex regulatory landscapes, embed ethical decision‑making, and unlock sustainable growth. With a portfolio that spans risk analytics, policy management, ethics training, and real‑time compliance monitoring, we help businesses of all sizes transform uncertainty into strategic advantage.
Our culture is built on curiosity, collaboration, and continuous learning. We champion a remote‑first mindset, empower our teams with cutting‑edge tools, and celebrate diversity, equity, and inclusion at every level. At brighthush, ambitious professionals are invited to shape the future of risk management while building a career that matters.
Why the Senior Customer Onboarding Manager Role is a Game‑Changer
As the first point of contact after a customer signs on, the Senior Customer Onboarding Manager (SCOM) is the linchpin that turns a promising partnership into a lasting success story. In this role, you’ll orchestrate the entire onboarding journey—from contract handoff to launch, and ultimately to a seamless transition into our Customer Success team. Your influence will be felt across sales, product, professional services, finance, and support, ensuring that every new client experiences a smooth, value‑driven start with brighthush.
Key Responsibilities
- End‑to‑End Onboarding Leadership: Serve as the primary coordinator for the onboarding journey, managing timelines, deliverables, and stakeholder expectations from contract signature through launch and transition.
- Strategic Planning & Execution: Design comprehensive onboarding roadmaps that include milestones, responsibilities, dependencies, and success criteria. Lead alignment meetings to guarantee that all parties understand their roles and timelines.
- Cross‑Functional Collaboration: Partner with Sales, Account Management, Customer Success, Professional Services, Product, Support, and Finance to align commitments and ensure implementation requirements are met.
- Customer Communication & Relationship Building: Maintain consistent, transparent communication with customers throughout onboarding, building trust and setting the stage for long‑term partnership.
- Risk Identification & Mitigation: Proactively spot timeline, resource, scope, and readiness risks. Develop mitigation plans and drive escalation when necessary to keep projects on track.
- Process Improvement & Standardization: Work with leadership to refine onboarding methodologies, templates, and reporting, driving continuous improvement across the organization.
- Data‑Driven Insights: Track onboarding health using Salesforce, Smartsheet, and other tools. Analyze trends, delays, and time‑to‑value metrics to inform future strategy.
- Transition Management: Define clear exit criteria for onboarding and ensure a smooth handoff to the Customer Success team, preserving momentum and customer confidence.
- Product & Service Mastery: Develop deep knowledge of brighthush’s product lines and implementation methodologies to guide customers effectively.
- Team Leadership & Mentorship: Lead a small team of onboarding specialists, providing coaching, performance feedback, and career development guidance.
- Stakeholder Advocacy: Act as the customer’s advocate within brighthush, ensuring that their needs and feedback shape product roadmaps and service enhancements.
Essential Qualifications
- Bachelor’s degree in Business, Information Technology, or a related field, or equivalent professional experience.
- Minimum of 5 years in customer onboarding, implementation, professional services, or project management within a SaaS environment.
- Proven track record of managing complex, concurrent projects with cross‑functional teams.
- Exceptional organizational and project management skills, with a history of delivering projects on time and within scope.
- Strong communication skills—both written and verbal—across operational and executive stakeholders.
- Experience with enterprise project management tools such as Smartsheet, Salesforce, or Jira.
- Technical aptitude and ability to translate business requirements into actionable plans.
- Experience in the GRC, Ethics & Compliance, or Learning Technology space is highly desirable.
- Project Management Professional (PMP), Certified Associate in Project Management (CAPM), or similar certification is a plus.
- Demonstrated ownership mentality, bias toward action, and a commitment to follow‑through.
- Ability to build trusted relationships with customers while maintaining accountability and driving outcomes.
Preferred Qualifications
- Advanced degree (MBA, MS) in a relevant discipline.
- Experience leading onboarding for multi‑solution or enterprise‑scale customers.
- Familiarity with agile methodologies and continuous improvement frameworks.
- Background in data analytics or experience using data to drive decision‑making.
- Multilingual capabilities to support a global customer base.
Core Skills & Competencies
- Project Management & Execution
- Stakeholder Engagement & Influence
- Risk Management & Mitigation
- Customer Success & Relationship Building
- Process Design & Optimization
- Data Analysis & Reporting
- Technical Literacy & Rapid Learning
- Strategic Thinking & Execution
- Collaboration Across Functions
- Adaptability in Fast‑Paced Environments
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Senior Customer Onboarding Manager, you’ll have access to:
- Structured mentorship programs with senior leaders in Sales, Product, and Customer Success.
- Regular training on the latest GRC trends, product updates, and industry best practices.
- Opportunities to lead cross‑functional initiatives that shape the future of our onboarding framework.
- Clear career pathways to roles such as Senior Onboarding Lead, Customer Success Director, or Product Implementation Manager.
- Participation in innovation labs where you can propose and pilot new onboarding tools or processes.
- Access to a learning stipend for certifications, conferences, and workshops.
- Annual performance reviews that focus on skill development and career aspirations.
Work Environment & Culture at brighthush
Our culture is built on transparency, collaboration, and a relentless focus on customer value. You’ll find:
- A remote‑first environment that supports work‑life balance and flexibility.
- Weekly “Wellness Wednesdays” and quarterly wellness days to recharge.
- Open communication channels—Slack, Teams, and regular town halls—ensuring everyone’s voice is heard.
- A commitment to diversity, equity, and inclusion, with employee resource groups and inclusive hiring practices.
- Access to cutting‑edge tools and resources that empower you to deliver exceptional onboarding experiences.
- Collaborative cross‑functional teams that celebrate shared successes.
- Annual hackathons and innovation challenges that encourage creative problem‑solving.
Compensation, Perks, and Benefits
We offer a competitive total rewards package designed to attract top talent and support your well‑being:
- Base Salary: $100,000 – $130,000 (commensurate with experience)
- Performance‑Based Bonus Opportunities
- Health, Dental, and Vision Insurance (fully or partially covered)
- 401(k) with company match
- Flexible Paid Time Off (PTO) and paid sick leave
- Quarterly Wellness Days and an Employee Assistance Program (EAP)
- Pet Insurance and Flexible Spending Account (FSA)
- Professional Development Stipend and conference sponsorships
- Remote work stipend and equipment allowance
- Annual company retreats and team‑building events
How to Apply
Ready to make a tangible impact on the way businesses manage risk? Submit your application through our careers portal and join a team that values innovation, collaboration, and customer success.