SMB Customer Onboarding Specialist – Experienced Lead – Drive Early Adoption & Success for brighthush – 100% Remote (US)

About brighthush

brighthush is a trailblazing SaaS platform that empowers dental practices to streamline operations, enhance patient engagement, and unlock data-driven insights. With a mission to elevate the dental industry through technology, we partner with small and mid‑size practices across the United States, helping them adopt cutting‑edge tools that improve workflow efficiency and patient satisfaction. Our culture is built on community, ownership, growth, outcomes, and authenticity—values that guide every interaction, product update, and customer success story.

Why This Role Matters

As the first point of contact after a sale, the SMB Customer Onboarding Specialist is the catalyst that turns a new client into a long‑term partner. Your expertise will shape the onboarding journey, ensuring that each practice not only adopts our platform but also realizes tangible business value from day one. In a fully remote environment, you’ll collaborate with cross‑functional teams—Sales, Implementation, Product, and Support—to orchestrate a seamless, personalized experience that drives adoption, reduces churn, and fuels growth.

Role Overview

In this role, you will:

• Serve as the strategic consultant and champion for small and mid‑size dental practices.
• Own the end‑to‑end onboarding process, from post‑sale handoff to full platform adoption.
• Coordinate internal stakeholders and external partners to deliver a cohesive, high‑quality onboarding experience.
• Track, analyze, and report on key performance indicators to continuously improve the onboarding workflow.
• Act as a knowledge hub for new hires and peers, sharing best practices and driving process enhancements.

Key Responsibilities

Own the Onboarding Journey

• Manage relationships with assigned SMB clients, ensuring a smooth transition from sales to implementation.
• Coordinate with Sales, Implementation, IT, and Product teams to align expectations and deliverables.
• Maintain a detailed, real‑time pipeline in Salesforce, documenting all interactions, milestones, and next steps.
• Proactively identify and mitigate risks, ensuring timely completion of training, configuration, and go‑live milestones.

Drive Value & Feature Adoption

• Conduct discovery sessions to capture each practice’s unique goals and pain points.
• Create customized success plans that map our platform’s capabilities to the client’s business objectives.
• Facilitate strategic conversations that highlight ROI, cost savings, and workflow efficiencies.
• Ensure all platform features are fully configured, integrated, and embedded into daily operations.

Deliver Exceptional Customer Experience

• Provide expert‑level training through 1:1 sessions, webinars, and digital resources.
• Handle escalations with professionalism, empathy, and a sense of ownership, turning challenges into opportunities.
• Send follow‑up communications—recap emails, surveys, and resources—to reinforce learning and capture feedback.
• Maintain a high level of customer satisfaction, aiming for CSAT scores of 4.5+ and a low churn rate.

Be a Team Player

• Participate actively in weekly team meetings, 1:1s, and cross‑functional initiatives.
• Share knowledge, mentor new team members, and contribute to onboarding playbooks.
• Identify process improvement opportunities and champion best practices across the organization.

Success Metrics

We measure success through a blend of quantitative and qualitative indicators:

• 85%+ pre‑appointment completion rate.
• 20+ completed onboarding events per week.
• Average weekly call score of 3.5 or higher.
• CSAT score of 4.5+.
• Onboarding churn rate below 3%.
• 85%+ SMB account retention.
• Customer utilization score of 70% or higher.

Essential Qualifications

• 3+ years of experience in customer onboarding, success, or implementation—preferably in SaaS or dental/healthcare.
• Strong project management skills with a proven ability to juggle multiple priorities.
• Excellent communication and presentation skills, capable of leading strategic conversations with clients.
• Proficiency with Salesforce, Gainsight, Zoom, and digital training tools.
• Proactive, curious, and empathetic mindset; thrives in fast‑paced, remote environments.
• Fluency in Spanish is a plus, enabling us to serve a broader client base.

Preferred Qualifications

• Experience with dental practice management software or related health‑tech solutions.
• Background in data analysis or reporting, with the ability to translate metrics into actionable insights.
• Knowledge of HIPAA compliance and data privacy best practices.
• Previous experience in a remote-first organization, comfortable with asynchronous communication.

Skills & Competencies

• Strategic Thinking – Ability to align onboarding plans with business objectives.
• Customer‑Centric Mindset – Passion for delivering exceptional experiences.
• Analytical Acumen – Comfortable interpreting data to drive decisions.
• Collaboration – Works seamlessly with cross‑functional teams.
• Adaptability – Thrives in a dynamic, evolving environment.
• Time Management – Prioritizes tasks to meet deadlines and milestones.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous development. As an Onboarding Specialist, you’ll have access to:

• Structured onboarding playbooks and mentorship from senior Customer Success leaders.
• Regular training sessions on new product features, industry trends, and customer success best practices.
• Opportunities to transition into Customer Success Manager, Implementation Lead, or Product Specialist roles.
• Participation in cross‑functional projects that influence product roadmap and customer experience.
• Annual learning stipend for conferences, certifications, and courses.

Work Environment & Company Culture

Our remote-first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Weekly virtual town halls, team‑building events, and informal coffee chats.
• A culture that celebrates wins, learns from failures, and encourages innovation.
• Access to a vibrant community of dental professionals and tech enthusiasts.
• Recognition programs that reward impact, ownership, and community spirit.

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.
• Health, dental, and vision insurance with generous coverage options.
• Fully paid parental leave and flexible paid time off.
• 401(k) retirement plan with company match up to 5.5% of your earnings.
• Health Savings Account (HSA) contributions matched by brighthush.
• Unlimited access to personal financial advisors and wellness programs.
• Corporate discounts on gym memberships, cell phones, and industry events.
• Learning & Development stipend for courses, certifications, and conferences.
• Annual mental health support program and employee assistance resources.

How to Apply

If you’re passionate about transforming the dental industry, thrive in a remote environment, and want to make a measurable impact on small and mid‑size practices, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.