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

About brighthush

brighthush is a trailblazing SaaS company that empowers dental practices across the United States to streamline operations, enhance patient care, and drive sustainable growth. By combining cutting‑edge technology with deep industry expertise, we help small and mid‑size dental offices unlock the full potential of their practice management software. Our mission is simple: make every dental practice smarter, more efficient, and more profitable.

As a fully remote organization, brighthush offers the flexibility to work from anywhere in the U.S. while fostering a collaborative, mission‑driven culture that values innovation, authenticity, and continuous improvement. We believe that the best ideas come from diverse perspectives, and we actively support our team members through learning opportunities, mentorship, and a comprehensive benefits package.

Your Impact as an SMB Customer Onboarding Specialist

In this pivotal role, you will be the first point of contact for new dental practices as they transition from the sales pipeline into full adoption of our platform. You will act as both a strategic consultant and a customer champion, ensuring that each practice not only configures the software correctly but also integrates it seamlessly into their daily workflows. Your success will directly influence customer satisfaction, retention, and the overall growth trajectory of brighthush.

Key Responsibilities

• Own the Onboarding Journey – Manage relationships with assigned SMB clients from post‑sale to full adoption, serving as the primary liaison between the client and internal teams.
• Coordinate Stakeholders – Work closely with Sales, Installation, IT, and Support to align timelines, deliverables, and expectations, ensuring a smooth handoff and consistent experience.
• Pipeline Management – Proactively schedule and track training sessions, configuration milestones, and check‑ins to keep onboarding on schedule.
• Documentation & Visibility – Log detailed customer interactions, progress notes, and action items in Salesforce, maintaining a clear and up‑to‑date view of each account’s status.
• Strategic Success Planning – Capture each practice’s unique goals, develop tailored success plans, and facilitate conversations that align our software’s capabilities with their business objectives.
• Feature Adoption & Configuration – Ensure all relevant features are fully configured, tested, and integrated into the practice’s daily operations, providing hands‑on guidance and troubleshooting as needed.
• Training & Knowledge Transfer – Deliver expert‑level 1:1 training sessions, create digital resources, and provide ongoing support to reinforce learning and maximize ROI.
• Escalation Management – Handle any onboarding challenges with ownership, empathy, and a problem‑solving mindset, turning obstacles into opportunities for improvement.
• Continuous Improvement – Identify bottlenecks, propose process enhancements, and collaborate with cross‑functional teams to elevate the overall onboarding experience.
• Team Collaboration – Participate in weekly team meetings, 1:1s, and cross‑functional initiatives, sharing insights, best practices, and mentoring new hires when required.

Success Metrics

We measure your impact through a blend of quantitative and qualitative KPIs that reflect both efficiency and customer satisfaction:

• 85%+ average 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%+ of SMB accounts retained post‑onboarding
• Customer Utilization Score of 70% or greater

Essential Qualifications

• 3+ years of experience in customer onboarding, success, or implementation, preferably within SaaS or dental/healthcare environments.
• Proven project management skills with the ability to juggle multiple onboarding pipelines simultaneously.
• Strong organizational and time‑management capabilities, ensuring deadlines are met without compromising quality.
• Excellent communication skills – both written and verbal – with the confidence to lead strategic conversations with clients.
• Proficiency in Salesforce, Gainsight, Zoom, and digital training tools; quick to adapt to new platforms.
• Empathy, curiosity, and a proactive mindset; thrives in fast‑paced, dynamic settings.
• Fluency in Spanish is a plus, enabling us to serve a broader range of dental practices.

Preferred Qualifications

• Background in dental practice management or a related healthcare field.
• Experience with data‑driven customer success metrics and reporting.
• Knowledge of dental industry regulations and compliance requirements.
• Previous remote work experience in a distributed team environment.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional experiences and turning first‑time users into long‑term advocates.
• Strategic Thinking – Ability to translate business goals into actionable onboarding plans.
• Problem‑Solving – Quick to diagnose issues, propose solutions, and implement fixes.
• Collaboration – Works seamlessly with cross‑functional teams, fostering open communication and shared ownership.
• Adaptability – Comfortable navigating change, learning new tools, and adjusting priorities on the fly.
• Data‑Driven Decision Making – Uses metrics and analytics to refine processes and demonstrate impact.

Career Growth & Learning

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders in Customer Success and Product.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of dental technology.
• Internal knowledge‑sharing sessions, “Lunch & Learn” events, and cross‑departmental projects that broaden your skill set.
• Clear career pathways – from Specialist to Lead Onboarding Manager, and eventually to Director of Customer Success.
• Regular performance reviews with actionable feedback and personalized growth plans.

Work Environment & Culture

Our culture is built around the following core values:

• Community Over Ego – We celebrate collective wins and support one another.
• Ownership Over Order‑Taking – You’re empowered to make decisions and drive outcomes.
• Growth Over Comfort – Continuous learning and improvement are embedded in everything we do.
• Outcomes Over Output – We focus on results that matter to our customers and the business.
• Authenticity Over Convention – Bring your whole self to work; diversity of thought fuels innovation.

Our remote-first approach means you’ll collaborate with a geographically dispersed team, leveraging asynchronous communication tools, weekly syncs, and a shared digital workspace. We value flexibility, trust, and a healthy work‑life balance, ensuring you can perform at your best while maintaining personal well‑being.

Compensation & Benefits

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

• Competitive base salary aligned with industry standards for remote SaaS roles.
• Performance‑based bonuses tied to onboarding success metrics.
• Fully paid medical, dental, and vision plans, with free medical premiums for employees and HSA matching.
• Company‑paid life, disability, and AD&D insurance.
• Unlimited paid time off (PTO) plus 10 company‑wide paid holidays.
• Fully paid parental leave and flexible work arrangements.
• 401(k) retirement plan with company match up to 5.5% of your earnings, plus unlimited access to personal financial advisors.
• Learning & Development reimbursement program to support certifications, courses, and conferences.
• Mental health support programs, cellphone and gym membership discounts, corporate Sundance Passes, and more.

How to Apply

If you’re ready to join a forward‑thinking team that values innovation, community, and customer success, we’d love to hear from you. Click the link below to submit your application and take the first step toward an exciting career at brighthush.