Senior Training Team Lead – Customer Success & Onboarding Excellence – Champion, Coach, and Scale Training Operations at brighthush
About brighthush
brighthush is at the forefront of a $400 billion global industry, redefining how dental practices operate in the digital age. We deliver a fully integrated, technology‑driven operating system that empowers clinicians and their teams to streamline scheduling, billing, patient engagement, and practice analytics—all from a single, intuitive platform. Backed by leading venture capital partners, brighthush is a high‑growth, global technology company that equips dental professionals with data‑rich insights, user‑friendly tools, and world‑class support. Our mission is simple: enable providers to focus on what matters most—delivering exceptional care and growing their practice—while we handle the complexity of operations.
Why brighthush is the Place to Grow Your Career
At brighthush, we’re more than a technology provider; we’re a community of innovators, problem‑solvers, and customer‑obsessed leaders. Our culture thrives on continuous learning, bold experimentation, and a shared commitment to customer success. We celebrate diversity, encourage creative thinking, and reward initiative. Whether you’re a seasoned leader or an emerging talent, you’ll find a supportive environment that nurtures growth, offers meaningful impact, and rewards excellence. Join us and become part of a team that’s redefining an entire industry.
Role Overview
We are seeking a Senior Training Team Lead to elevate the performance of our frontline Trainers and ensure a flawless onboarding experience for new customers. This role blends leadership, coaching, and process optimization to create a seamless, scalable onboarding journey. You’ll own the training function, drive operational excellence, and collaborate cross‑functionally to continuously improve the customer experience. The position includes up to 20% travel for in‑practice learning and trainer support.
Key Responsibilities
- Lead and Develop a High‑Performing Training Team
- Supervise a team of Trainers who deliver an exceptional onboarding experience to new customers.
- Conduct regular 1:1s to provide constructive feedback, review performance metrics (KPIs), and support professional growth.
- Build and implement a Quality Assurance (QA) strategy to audit performance, deliver actionable feedback, and drive continuous improvement.
- Foster a positive, collaborative team environment that prioritizes customer success and operational excellence.
- Design and execute enablement strategies to enhance team skills, knowledge, and performance, ensuring Trainers are equipped to deliver a best‑in‑class onboarding experience.
- Champion a culture of knowledge sharing by creating internal wikis, recording training sessions, and hosting regular “Lunch & Learn” events.
- Identify and mentor high‑potential team members, creating clear career pathways and succession plans.
- Optimize Operations and Customer Onboarding
- Manage team schedules, including PTO and holiday coverage, to ensure seamless operations.
- Identify operational bottlenecks, propose scalable solutions, and collaborate with cross‑functional teams to implement improvements.
- Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
- Resolve recurring tooling issues in systems such as brighthush, brighthush Scheduler, brighthush, and the brighthush Portal by partnering with technical teams.
- Identify opportunities to enhance training content and resources, collaborating with product, content, and support teams to ensure alignment and continuous improvement.
- Track and report on training metrics—completion rates, time‑to‑competency, and customer satisfaction—to inform data‑driven decisions.
- Lead the development of a knowledge base that empowers both Trainers and customers to find quick, accurate answers.
- Drive Strategic Impact and Innovation
- Analyze team and customer performance data to inform decision‑making and improve the onboarding process.
- Execute training strategies that align with brighthush goals and maximize the team’s capacity and impact.
- Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery.
- Collaborate with Product and Engineering to shape feature adoption roadmaps based on real‑world training insights.
- Champion continuous improvement initiatives, such as Lean Six Sigma projects, to reduce onboarding cycle times.
- Represent the Training function in executive steering committees, providing updates on progress, risks, and opportunities.
Essential Qualifications
- 3+ years of professional experience in fast‑paced environments such as startups, consulting, or tech.
- 2+ years of direct people‑management experience as a titled manager, leading small teams in a dynamic business setting.
- Proven ability to manage and develop a team, driving measurable performance improvements.
- A hands‑on problem solver with a passion for customer success and operational efficiency.
- Strong communication and collaboration skills, with the ability to work effectively across teams.
- Comfort operating in ambiguous, high‑velocity environments with a proactive and resourceful approach.
- Intellectual curiosity and a data‑driven mindset, with the ability to analyze performance metrics and implement improvements.
- Experience with training delivery, curriculum design, or instructional design is highly desirable.
- Proficiency in using learning management systems (LMS) and performance tracking tools.
Preferred Qualifications
- Familiarity with the dental industry or prior experience in dentistry.
- Workforce management experience, including scheduling and capacity planning.
- A positive attitude, sense of humor, and ability to foster a fun and engaging team culture.
- Experience with remote or hybrid training delivery models.
- Knowledge of data privacy regulations relevant to healthcare (HIPAA, GDPR).
Skills & Competencies
- Leadership & Coaching – Ability to inspire, mentor, and develop high‑performing teams.
- Process Optimization – Expertise in designing, implementing, and refining SOPs and QA frameworks.
- Data Analysis – Proficiency in interpreting KPIs, dashboards, and customer feedback to drive decisions.
- Technical Acumen – Comfortable working with CRM, ticketing, and scheduling tools (brighthush, brighthush, etc.).
- Customer‑Centric Mindset – Deep empathy for customer pain points and a relentless focus on delivering value.
- Cross‑Functional Collaboration – Proven track record of partnering with product, engineering, support, and marketing teams.
- Adaptability – Thrive in a fast‑moving, ambiguous environment and pivot quickly when priorities shift.
- Strategic Thinking – Ability to translate business goals into actionable training initiatives.
- Project Management – Skilled at juggling multiple initiatives, setting clear milestones, and meeting deadlines.
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. As Senior Training Team Lead, you’ll have the chance to:
- Shape the future of our onboarding strategy and influence product roadmap.
- Lead cross‑functional initiatives that span product, engineering, and customer success.
- Mentor junior leaders and build a high‑impact training organization.
- Participate in leadership development programs, hackathons, and industry conferences.
- Access continuous learning resources, including online courses, certifications, and internal knowledge bases.
- Earn a spot on the executive leadership bench, positioning yourself for future C‑suite roles.
- Contribute to thought leadership pieces, speaking engagements, and industry panels.
Work Environment & Culture
brighthush is a vibrant, inclusive workplace that values creativity, collaboration, and transparency. Our culture is built on:
- Innovation – We encourage experimentation and reward bold ideas that drive customer success.
- Ownership – Every team member is empowered to take initiative and own outcomes.
- Community – From virtual coffee chats to in‑office wellness events, we foster a sense of belonging.
- Flexibility – We support hybrid work models, flexible hours, and a healthy work‑life balance.
- Diversity & Inclusion – We celebrate diverse perspectives and are committed to building an inclusive environment for all.
- Recognition – Regular shout‑outs, spot bonuses, and peer‑to‑peer recognition programs keep morale high.
- Wellness – Onsite fitness classes, mindfulness sessions, and mental health resources are part of our daily routine.
Compensation & Benefits
While specific figures vary by location, brighthush offers a competitive total rewards package that typically includes:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses and equity opportunities.
- Comprehensive health, dental, and vision coverage.
- Mental health support, including counseling and wellness programs.
- Parental leave and family planning resources.
- Retirement savings plans with company matching.
- Generous paid time off, including vacation, sick leave, and personal days.
- Travel allowances for up to 20% travel required for in‑practice learning.
- Professional development budget and conference sponsorships.
- Employee stock purchase plan and annual equity grants.
- Onsite cafeteria, free coffee, and healthy snack options.
Equal Opportunity & Accessibility
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to building an inclusive culture that values authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship, or any other legally protected characteristic. We fully comply with the Americans with Disabilities Act (ADA) and are dedicated to creating an accessible workplace for all. If you require accommodations during the interview process or throughout your employment, please let us know and we will do everything we can to support you.
How to Apply
Ready to lead a high‑impact training team and shape the future of dental practice technology? Submit your application through our careers portal and join the brighthush family. We look forward to learning how your passion for customer success and operational excellence can help us transform the dental industry together.