Senior SMB Customer Onboarding Specialist – Driving Seamless Adoption for Dental Practice SaaS Solutions at brighthush

About brighthush

brighthush is a trailblazer in the dental practice technology space, delivering cutting‑edge SaaS analytics and workflow solutions that empower dentists and their teams to work smarter, grow faster, and provide exceptional patient care. Since our founding in 2015, we have partnered with nearly 9,000 dental practices across the United States, helping them achieve an average top‑line production increase of 50% within the first year of adoption. Our platform streamlines every facet of practice management—from patient acquisition and scheduling to treatment planning, billing, and compliance—so that clinicians can focus on what they do best: caring for patients.

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

Role Overview

We are looking for an experienced SMB 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.

Key Responsibilities

• Own the Onboarding Journey: Manage relationships with assigned SMB clients from post‑sale to full adoption, serving as the single point of contact throughout the process.
• Coordinate Cross‑Functional Teams: Work closely with Sales, Implementation, IT, and Support to ensure a seamless handoff and timely delivery of training, configuration, and support milestones.
• Strategic Planning: Learn each client’s unique goals and create tailored success plans that align our platform’s capabilities with their business objectives.
• Feature Adoption & Training: Deliver expert‑level, one‑on‑one training sessions and create digital resources that help practices integrate 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.