Senior Small‑Business Customer Onboarding Specialist – Accelerating Rapid Adoption, ROI, and Growth for Dental Practice SaaS Solutions at brighthush

About brighthush

In the fast‑evolving world of dental practice technology, brighthush stands out as a pioneer. Since 2015, we have delivered a cloud‑based platform that blends advanced analytics, intuitive workflow tools, and robust compliance features to help dentists and their teams operate more efficiently and grow their practices. With a portfolio of nearly 9,000 satisfied clients across the United States, we consistently drive an average top‑line production increase of 50% within the first year of adoption. Our mission is simple: empower clinicians to focus on patient care while we handle the technology that fuels their success.

At brighthush, we believe technology should be a catalyst, not a barrier. That’s why we invest heavily in the customer experience, ensuring every practice receives a personalized, strategic onboarding journey that sets the stage for long‑term growth and satisfaction.

Role Overview

We are seeking an experienced Senior Small‑Business Customer Onboarding Specialist to become the trusted partner for our small and mid‑size dental practice clients. In this role, you will guide practices from the moment they sign a contract through full adoption of our platform, ensuring they realize ROI quickly and sustainably. You will act as both a strategic consultant and a customer champion, driving early adoption, configuration success, and ongoing engagement.

Why This Role Matters

The onboarding phase is the most critical touchpoint between a practice and our platform. A smooth, engaging, and data‑driven onboarding experience translates directly into higher adoption rates, better customer satisfaction, and lower churn. As a Senior Onboarding Specialist, you will shape the first impression that countless dental professionals have of brighthush, influencing their long‑term relationship with our brand.

Key Responsibilities

• Own the Onboarding Journey: Serve as the single point of contact for assigned SMB clients from post‑sale to full adoption, managing all touchpoints and ensuring a seamless transition.
• Coordinate Cross‑Functional Teams: Partner with Sales, Implementation, IT, and Support to align timelines, deliverables, and training resources.
• Strategic Planning: Conduct discovery sessions to understand each client’s unique goals, pain points, and success metrics, then craft a tailored success plan that aligns our platform’s capabilities with their business objectives.
• Feature Adoption & Training: Deliver expert‑level, one‑on‑one training sessions, create engaging digital resources, and facilitate group workshops to embed our tools into daily workflows.
• Pipeline Management: Proactively manage your onboarding pipeline, ensuring that training, support, and configuration milestones are met on schedule.
• Documentation & Visibility: Log detailed customer interactions and notes in Salesforce (or equivalent CRM) to maintain pipeline visibility and support data‑driven decision making.
• Escalation Management: Handle escalations professionally and efficiently, resolving challenges with ownership, empathy, and a focus on customer satisfaction.
• Continuous Improvement: Identify opportunities for process enhancements and customer experience improvements, sharing insights with cross‑functional teams.
• Team Collaboration: Participate in weekly team meetings, one‑on‑ones, and cross‑functional initiatives; mentor new team members when needed.

Success Metrics

We measure success through a combination of adoption, satisfaction, and retention metrics:

• 85%+ pre‑appointment completion rate
• 20+ completed onboarding events per week
• Average weekly call score of 3.5 or higher
• Customer Satisfaction Score (CSAT) of 4.5+
• Onboarding churn rate below 3%
• 85%+ SMB account retention
• Customer Utilization Score of 70% or higher

Essential Qualifications

• Minimum of 2 years of experience in customer onboarding, success, or implementation, preferably within SaaS or dental/healthcare industries.
• Strong project management, organizational, and time‑management skills.
• Excellent communication abilities, with confidence in leading strategic conversations with clients.
• Proficiency with CRM platforms such as Salesforce, Gainsight, and digital training tools.
• Proactive, curious, and empathetic team player who thrives in fast‑paced environments.
• Fluency in Spanish is a plus.

Preferred Qualifications

• Experience working with dental practice management software or similar industry solutions.
• Background in data analysis or business intelligence, enabling you to translate metrics into actionable insights for clients.
• Knowledge of HIPAA compliance and data security best practices in the healthcare space.
• Prior experience mentoring or training new hires.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strategic thinking and the ability to translate business goals into technical solutions.
• Strong analytical skills, with the ability to interpret adoption data and recommend improvements.
• Adaptability and resilience in a dynamic, remote work environment.
• Excellent written and verbal communication, including the ability to create clear, concise training materials.
• Team collaboration and cross‑functional coordination.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As an Onboarding Specialist, you will:

• Progress into senior onboarding or customer success roles, with clear pathways to leadership positions.
• Participate in ongoing learning & development programs, including industry certifications, product training, and leadership workshops.
• Attend quarterly innovation summits where you can share insights and influence product roadmap decisions.
• Benefit from a culture that rewards curiosity, experimentation, and continuous improvement.

Work Environment & Company Culture

brighthush is a fully remote, mission‑driven organization that values community, ownership, growth, outcomes, and authenticity. Our culture is built on:

• Collaborative teamwork that celebrates shared success.
• Ownership and accountability—everyone is empowered to lead within their role.
• Continuous learning and improvement—feedback loops and data‑driven decisions guide us.
• Authenticity—bring your whole self to work and be part of a supportive community.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, we offer a competitive total rewards package that includes:

• Competitive base salary with performance‑based bonuses.
• Comprehensive medical, dental, and vision coverage, with free medical premiums for employees and matching HSA contributions.
• Company‑paid life, disability, and AD&D insurance.
• Fully paid parental leave and flexible paid time off, plus 10 company‑wide paid holidays.
• 401(k) retirement plan with company match up to 5.5% of earnings.
• Unlimited access to personal financial advisors.
• Learning & development reimbursement program.
• Mental health support programs, cellphone & gym membership discounts, corporate Sundance passes, and more.

How to Apply

Ready to help dental practices thrive through exceptional onboarding experiences? Click the link below to submit your application and join the brighthush team.

Apply to this job

Closing

At brighthush, we are on a mission to make dental practice management more fulfilling for professionals and more accessible for patients. If you are a proactive, customer‑focused specialist with a passion for technology and a desire to make a tangible impact, we want to hear from you. Join us and be part of a team that values innovation, authenticity, and community. Together, we’ll empower dental practices to thrive.