Senior Strategic Onboarding & Customer Success Lead – Championing Adoption, Retention, and Expansion for brighthush’s Global SaaS Platform (Fully Remote)

About brighthush

brighthush is more than a SaaS provider; it’s a catalyst for digital transformation that empowers enterprises to harness data, automate workflows, and unlock actionable insights. Our cloud‑native platform fuses advanced analytics, intelligent workflow orchestration, and AI‑driven decision support into a single, seamless experience that accelerates growth for businesses of every size.

From a curious, collaborative startup to a global leader serving Fortune 500 companies, mid‑market innovators, and emerging tech firms, brighthush has built its reputation on relentless curiosity, transparent communication, and a commitment to continuous learning. With a flat hierarchy and an inclusive culture that celebrates diversity, equity, and inclusion, we invite passionate, customer‑centric professionals to shape the future of SaaS and leave a lasting impact on the world of work.

Why This Role Matters

In the fast‑evolving SaaS landscape, the first touchpoint between a customer and the product can set the trajectory of the entire relationship. As the Senior Strategic Onboarding & Customer Success Lead, you will be the catalyst that transforms new sign‑ups into long‑term partners. Your strategic vision, data‑driven insights, and relationship‑building prowess will directly influence adoption rates, churn, and revenue expansion. By turning customers into advocates, you help brighthush maintain its competitive edge and accelerate its growth trajectory.

Key Responsibilities

• Lead End‑to‑End Onboarding for high‑value accounts, crafting personalized roadmaps that align with each client’s business objectives, KPIs, and success metrics. This includes coordinating kickoff meetings, setting milestones, and ensuring a smooth transition from sales to implementation.
• Build Deep Customer Relationships by serving as the primary point of contact, understanding pain points, and proactively recommending solutions that accelerate ROI. Conduct regular business reviews, gather feedback, and maintain a pulse on evolving customer needs.
• Collaborate with Product & Engineering to relay customer feedback, prioritize feature requests, and influence the product backlog. Translate user stories into actionable requirements and advocate for the customer’s voice in cross‑functional discussions.
• Develop and Deliver Training Materials including webinars, workshops, and knowledge base articles that empower users to become power‑users of the platform. Design role‑specific learning paths and track adoption of training resources.
• Track and Report on Success Metrics such as adoption rates, NPS, churn, and expansion revenue. Build dashboards, analyze trends, and provide actionable insights to senior leadership and stakeholders.
• Identify Upsell & Cross‑Sell Opportunities by analyzing usage patterns, business goals, and market trends. Partner with the Sales team to craft tailored proposals, negotiate terms, and close deals that enhance customer value and company revenue.
• Champion Customer Advocacy by cultivating case studies, testimonials, and referral programs that showcase real‑world impact. Leverage success stories in marketing collateral, sales enablement, and community events.
• Manage a Portfolio of 30–50 Strategic Accounts, ensuring consistent service delivery, timely resolution of escalations, and proactive risk mitigation. Balance depth of service with scalability through process automation and knowledge sharing.
• Mentor Junior Success Team Members, sharing best practices, coaching on communication techniques, and fostering a culture of continuous improvement. Conduct regular feedback sessions and support career development plans.
• Drive Process Improvement by identifying bottlenecks in onboarding, support, and renewal workflows. Implement automation, refine SOPs, and collaborate with engineering to build tools that enhance efficiency.

Essential Qualifications

• Minimum 4 Years of Experience in Customer Success, Account Management, or a related field, preferably within the SaaS industry. Demonstrated ability to manage enterprise‑level accounts and deliver measurable impact.
• Proven Track Record of successfully onboarding and managing high‑profile clients, with quantifiable results in adoption, retention, and expansion.
• Strong Analytical Skills – ability to interpret data, identify trends, and translate insights into actionable strategies. Comfortable working with dashboards, SQL, and data visualization tools.
• Excellent Communication & Presentation Skills – confident speaking to C‑suite executives, technical teams, and end‑users alike. Skilled at crafting clear, concise, and persuasive messaging.
• Self‑Starter with a Growth Mindset – thrives in a fast‑paced, remote environment and is eager to learn, adapt, and drive results.
• Proficiency with CRM & CS Tools – experience with brighthush or similar platforms is highly desirable. Familiarity with analytics tools such as Tableau, Power BI, or brighthush is a plus.
• Fluency in English – both written and spoken. Additional languages are a competitive advantage.

Preferred Qualifications

• Experience in a High‑Growth SaaS Startup – familiarity with rapid scaling, iterative product development, and dynamic customer needs.
• Background in Consulting or Professional Services – ability to translate complex business challenges into actionable solutions.
• Knowledge of Data Analytics & BI Tools – proficiency in Tableau, Power BI, or brighthush enhances your ability to guide customers in data‑driven decision making.
• Certifications in Customer Success or Project Management (e.g., Certified Customer Success Manager, PMP) demonstrate a commitment to professional excellence.

Skills & Competencies

• Strategic Thinking – align customer goals with brighthush’s product roadmap to create win‑win outcomes.
• Relationship Management – build trust, manage expectations, and nurture long‑term partnerships.
• Problem‑Solving – diagnose issues quickly, propose creative solutions, and drive resolution.
• Project Management – coordinate cross‑functional initiatives, set timelines, and deliver on commitments.
• Data‑Driven Decision Making – leverage metrics to inform strategy and measure success.
• Adaptability & Resilience – thrive in a remote, evolving environment and handle ambiguity with confidence.
• Collaboration & Influence – work effectively with Sales, Product, Engineering, and Marketing to achieve shared goals.
• Customer‑First Mindset – always prioritize the customer’s success and satisfaction in every decision.

Career Growth & Learning Opportunities

At brighthush, we view professional development as a shared responsibility. As the Senior Strategic Onboarding & Customer Success Lead, you will have access to a wealth of growth pathways:

• Structured Onboarding & Mentorship Programs – learn from seasoned leaders, receive continuous feedback, and accelerate your learning curve.
• Cross‑Functional Rotations – explore roles in Sales, Product, Marketing, and Engineering to broaden your skill set and gain a holistic view of the business.
• Annual Learning Budget – allocate funds for courses, certifications, conferences, and industry events that align with your career goals.
• Leadership Development Tracks – prepare for future managerial roles through targeted training, coaching, and real‑world leadership challenges.
• Global Collaboration – work with colleagues across time zones, gaining exposure to diverse markets, cultures, and business practices.
• Innovation Labs – participate in hackathons, product ideation sessions, and beta testing to stay at the forefront of technology trends.

Work Environment & Company Culture

brighthush fosters an inclusive, high‑energy culture where ideas flourish and collaboration is paramount. Key highlights include:

• Fully Remote Flexibility – work from anywhere, with flexible hours that respect work‑life balance and personal commitments.
• Transparent Communication – open channels for feedback, town‑hall meetings, and real‑time updates from leadership. Your voice matters.
• Community & Social Impact – participate in volunteer initiatives, sustainability projects, and community outreach. Make a difference beyond the office.
• Wellness & Mental Health Support – access to virtual fitness classes, counseling services, and wellness stipends. Your well‑being is a top priority.
• Innovation‑Driven Mindset – we encourage experimentation, celebrate failures as learning opportunities, and reward creative problem‑solving.
• Diversity, Equity, and Inclusion – we actively recruit, retain, and promote talent from all backgrounds, ensuring a vibrant and equitable workplace.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior SaaS customer success leaders.
• Performance‑based bonuses tied to individual and company metrics.
• Equity or stock‑option plans that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Flexible paid time off, including paid parental leave and mental health days.
• Professional development stipend and reimbursement for certifications, conferences, and training.
• Access to a global network of peers, mentors, and industry experts.
• Regular virtual team‑building events, hackathons, and community service opportunities.

How to Apply

If you are a strategic thinker, data‑driven advocate, and customer‑centric leader ready to make a tangible impact at a fast‑growing SaaS company, we want to hear from you. Submit your resume, a cover letter highlighting your most significant customer success achievements, and any relevant portfolio or case studies that demonstrate your ability to drive adoption and revenue growth.

Join brighthush and help shape the future of SaaS by turning every new customer into a lifelong partner.