Strategic Customer Success & Onboarding Specialist – Remote (US) – Drive Growth, Delight, and Impact for Nonprofit SaaS Platform at brighthush

About brighthush

brighthush is a purpose‑driven SaaS platform that empowers nonprofit organizations to discover, apply for, and secure the grant funding they need to create lasting change. By marrying deep industry expertise with cutting‑edge technology, we transform the complex world of fundraising into a seamless, data‑rich experience. Our cloud‑based solution turns grant research into actionable insights, enabling charities, foundations, and community groups to focus on what matters most: making a difference.

Founded by former grant writers, technologists, and nonprofit leaders, brighthush blends industry knowledge with innovation. We pride ourselves on a culture of ownership, curiosity, and collaboration—values that shape every product iteration and customer interaction. As we scale, we’re looking for passionate, customer‑centric professionals who want to shape the future of nonprofit fundraising and build a world where every organization has the resources to thrive.

Role Overview

As a Customer Success & Onboarding Specialist at brighthush, you will be the frontline advocate for our users—both new and existing. You’ll guide them through the onboarding journey, resolve complex support tickets, and manage public conversations across our paid social media campaigns. This role is ideal for someone who thrives on ownership, thinks independently, and is driven by the desire to help nonprofits succeed.

Your Impact

In this role, you’ll directly influence the success of nonprofits worldwide. By ensuring a smooth onboarding experience, you’ll help organizations unlock the full power of brighthush, leading to increased grant discovery, higher application success rates, and ultimately, more funding for vital causes. Your work will also shape the future of our platform by feeding real‑time customer insights into product development and marketing strategies.

Key Responsibilities

• Customer Support Excellence – Handle inbound support tickets and emails, diving into customer accounts to troubleshoot and resolve issues directly. Your goal is to turn every support interaction into a positive, memorable experience.
• Onboarding Leadership – Conduct engaging video and phone onboarding sessions with new customers, ensuring they understand how to leverage brighthush’s features to accelerate grant discovery and application.
• Social Media Engagement – Monitor comments on paid ad campaigns, respond to inquiries, convert interested users into qualified leads, and address negative feedback with professionalism and empathy.
• Process Design & Implementation – Build the end‑to‑end support and onboarding workflow from scratch. Create documentation, knowledge base articles, and best‑practice guides that empower both customers and internal teams.
• Feedback Loop – Capture and analyze customer feedback, collaborating with product and engineering teams to drive continuous improvement of the platform and the overall customer experience.
• Cross‑Functional Collaboration – Work closely with Sales, Product, Marketing, and Engineering to ensure a cohesive, customer‑centric approach across all touchpoints.

Essential Qualifications

• Proven experience in customer‑facing support or onboarding roles, preferably within a SaaS or software product environment.
• Excellent written and spoken English, with a clear, neutral accent that resonates with a diverse, international nonprofit audience.
• Comfortable on camera and confident leading video calls—your presence should inspire trust and enthusiasm.
• Strong writing skills for crafting clear, professional, and friendly communication across email, tickets, and social media.
• High emotional intelligence: a natural problem‑solver who thrives on ownership rather than following rigid scripts.
• Ability to work independently, building processes from the ground up without a pre‑existing playbook.
• Judgment and tact in handling public criticism under paid advertising campaigns.
• Responsive, communicative, and dedicated to delivering a stellar customer experience.

Preferred Qualifications

• Experience working with nonprofit organizations or in the philanthropic sector.
• Familiarity with grant‑search platforms, fundraising tools, or related SaaS products.
• Knowledge of social media advertising platforms (e.g., brighthush Ads Manager, brighthush Campaign Manager) and community management best practices.
• Previous involvement in building or refining support and onboarding processes.
• Data‑driven mindset: ability to analyze support metrics and translate insights into actionable improvements.

Skills & Competencies

• Customer‑centric mindset with a passion for solving real‑world problems.
• Excellent communication and interpersonal skills.
• Adaptability and resilience in a fast‑moving, evolving environment.
• Strong organizational skills and attention to detail.
• Proficiency with help‑desk tools (e.g., brighthush, brighthush), CRM systems, and collaboration platforms (brighthush, brighthush).
• Basic video‑editing or screen‑recording skills for creating onboarding content.
• Analytical thinking and a data‑driven approach to process improvement.

Career Growth & Learning Opportunities

At brighthush, your growth is as dynamic as our product. As a key member of the Customer Success team, you’ll:

• Lead the design of scalable support workflows that will be used by a growing customer base.
• Collaborate with Product and Engineering to influence roadmap decisions based on real‑time customer insights.
• Take ownership of a high‑impact project that directly reduces churn and increases user adoption.
• Participate in cross‑functional initiatives, gaining exposure to Sales, Marketing, and Product Management.
• Access continuous learning resources, including industry conferences, webinars, and internal knowledge‑sharing sessions.
• Advance into senior Customer Success roles, such as Customer Success Manager, Director of Customer Experience, or even Product Management.

Work Environment & Culture

brighthush is a fully remote, distributed team that values flexibility, transparency, and collaboration. Our culture is built on:

• Ownership – Every team member is empowered to make decisions that benefit the customer and the company.
• Continuous Learning – We invest in professional development and encourage knowledge sharing.
• Impact‑Driven – Your work directly supports nonprofits in securing vital funding.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an inclusive environment.
• Work‑Life Balance – Flexible hours and a results‑oriented approach help you thrive both personally and professionally.

Compensation & Benefits

While specific figures may vary based on experience, we offer a competitive salary in US dollars that reflects the value you bring to brighthush. In addition to your base pay, you’ll enjoy:

• Fully remote work with no relocation costs.
• Health, dental, and vision insurance options.
• Generous paid time off and a flexible vacation policy.
• Professional development budget for courses, conferences, and certifications.
• Equity or stock‑option opportunities as part of our long‑term incentive program.
• Access to a vibrant community of nonprofit professionals and tech innovators.

How to Apply

If you’re ready to join a purpose‑driven team, shape the future of nonprofit fundraising, and build a career that matters, we’d love to hear from you. Click the link below to submit your application and start your journey with brighthush.

Apply to this job

We look forward to discovering how your unique skills and passion can help brighthush empower nonprofits worldwide.