Senior SMB Customer Onboarding Specialist – Dental Practice SaaS Implementation & Success – Champion Adoption & Growth at brighthush

About brighthush

brighthush is a trailblazer in the dental practice technology space, delivering cloud‑based analytics, workflow automation, and revenue‑growth tools that empower dentists to focus on patient care while scaling their businesses. Since our launch in 2015, we have partnered with nearly 9,000 dental practices across the United States, helping them increase top‑line production by an average of 50% within the first year of adoption. Our mission is simple: make it easier for dental professionals to thrive and for patients to receive seamless, high‑quality care.

At brighthush, we believe that technology should be an enabler, not a barrier. That’s why we invest heavily in customer success, ensuring every practice receives a personalized, data‑driven onboarding experience that sets the stage for long‑term success. If you’re passionate about transforming the dental industry through technology and want to be part of a fast‑growing, mission‑driven team, we want to hear from you.

Position Overview

As a Senior SMB Customer Onboarding Specialist, you will be the primary advocate for small and mid‑size dental practices during their transition to brighthush’s platform. You will guide clients from post‑sale to full adoption, ensuring they achieve their business goals through strategic configuration, training, and ongoing support. Your role blends project management, customer success, and product expertise, making you a critical link between our sales, implementation, and product teams.

Key Responsibilities

• Own the Onboarding Journey – Manage relationships with assigned SMB clients from the moment they sign the contract through full platform adoption. Coordinate cross‑functional stakeholders (Sales, Implementation, IT, Product) to deliver a seamless, on‑time onboarding experience.
• Drive Value & Feature Adoption – Conduct discovery sessions to capture each practice’s unique goals, develop tailored success plans, and facilitate strategic conversations that highlight ROI and business impact.
• Deliver Exceptional Customer Experience – Provide expert‑level training through 1:1 sessions, webinars, and digital resources. Handle escalations with empathy, ensuring timely resolution and high satisfaction.
• Process & Product Evangelist – Identify opportunities to improve onboarding workflows, create best‑practice documentation, and share insights with the broader team to elevate the overall customer experience.
• Data‑Driven Accountability – Log all interactions in Salesforce, track key metrics (e.g., pre‑appointment completion, CSAT, churn), and report on progress to leadership.
• Team Collaboration – Participate in weekly team meetings, 1:1s, and cross‑functional initiatives. Mentor new hires and contribute to the continuous improvement of onboarding playbooks.

Success Metrics

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

Essential Qualifications

• 3+ years of experience in customer onboarding, success, or implementation, preferably in SaaS or healthcare/dental technology.
• Proven project management skills with the ability to juggle multiple client pipelines and meet tight deadlines.
• Excellent communication and presentation skills; comfortable leading strategic conversations with C‑level stakeholders.
• Hands‑on experience with Salesforce, Gainsight, Zoom, and digital training platforms.
• Self‑starter with a proactive, curious mindset and a passion for continuous learning.
• Fluency in Spanish is a plus, but not required.

Preferred Qualifications

• Background in dental practice operations or a related field.
• Experience with data analytics and workflow automation tools.
• Knowledge of HIPAA compliance and healthcare data security best practices.
• Previous experience in a fast‑paced, high‑growth startup environment.

Skills & Competencies

• Strategic Thinking – Ability to align onboarding activities with long‑term business outcomes.
• Customer‑Centric Mindset – Deep empathy for client pain points and a drive to exceed expectations.
• Technical Aptitude – Comfortable navigating complex SaaS platforms and troubleshooting configuration issues.
• Collaboration – Strong teamwork skills, with a track record of building relationships across departments.
• Analytical – Proficient in using data to inform decisions and measure success.
• Adaptability – Thrives in a dynamic environment, quickly adjusting to changing priorities.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Senior SMB Customer Onboarding Specialist, you will:

• Progress to Customer Success Manager or Implementation Lead roles within 12–18 months.
• Participate in leadership development programs and mentorship initiatives.
• Attend industry conferences, webinars, and training sessions to stay ahead of dental tech trends.
• Contribute to product roadmap discussions, ensuring customer insights shape future releases.

Work Environment & Company Culture

brighthush is a fully remote, inclusive workplace that values flexibility, collaboration, and innovation. Our culture is built on five core values:

• Community Over Ego – We celebrate collective wins and support one another.
• Ownership Over Order‑Taking – You take initiative and lead within your role.
• Growth Over Comfort – Continuous improvement is at the heart of everything we do.
• Outcomes Over Output – We focus on results that matter to our clients.
• Authenticity Over Convention – Bring your whole self to work and be heard.

Compensation & Benefits

We offer a competitive salary range commensurate with experience, along with a comprehensive benefits package designed to support your health, well‑being, and financial future:

• Competitive base salary + performance‑based bonus.
• Unlimited paid time off and 10 company‑wide paid holidays.
• Fully covered medical, dental, and vision plans, with free medical premiums for employees and matching HSA contributions.
• Company‑paid life, disability, and AD&D insurance.
• Mental health support programs, including counseling and wellness resources.
• Cellphone and gym membership discounts, corporate Sundance Passes, and more.
• Fully paid parental leave.
• 401(k) retirement plan with company match up to 5.5% of your earnings and unlimited access to personal financial advisors.
• Learning & Development reimbursement program.
• Collaborative, mission‑driven team that values innovation, fun, and work‑life balance.

Why Join brighthush?

By joining brighthush, you’ll be part of a mission to transform dental practice management. You’ll work with a passionate team that values your ideas, offers continuous learning opportunities, and rewards your contributions with a culture of recognition and growth. Your impact will be tangible: you’ll help practices streamline workflows, increase revenue, and provide better patient care.

Ready to Make a Difference?

We’re excited to hear from candidates who are eager to drive adoption, champion customer success, and help dental practices thrive. If you’re ready to bring your expertise, enthusiasm, and commitment to excellence to brighthush, we encourage you to apply today.

Note: All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.