Strategic SMB Customer Onboarding Specialist – Dental Practice SaaS Implementation & Success Champion at brighthush

About brighthush

brighthush is a trailblazing SaaS platform that empowers dental professionals to streamline operations, enhance patient engagement, and drive sustainable growth. Since our founding in 2015, we have partnered with nearly 9,000 dental practices worldwide, delivering data‑driven insights, automated workflows, and intuitive tools that transform the way practices manage appointments, billing, treatment planning, and marketing. Our mission is simple: make it easier for dentists to focus on patient care while we handle the administrative and analytical heavy lifting.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑growing, mission‑driven team that values innovation, collaboration, and continuous learning. We believe in Community Over Ego, Ownership Over Order‑Taking, Growth Over Comfort, Outcomes Over Output, and Authenticity Over Convention. These core values shape everything we do—from product development to customer success—and create an environment where every team member can thrive.

Role Overview

As a Strategic SMB Customer Onboarding Specialist at brighthush, you will be the primary advocate for our small and mid‑size dental practice clients during the critical early stages of their journey. Your mission is to guide them through a seamless, personalized onboarding experience that accelerates adoption, maximizes ROI, and sets the foundation for long‑term partnership. You will act as both a strategic consultant and a customer champion, ensuring that each practice is fully equipped to integrate our platform into their daily operations.

Key Responsibilities

• Own the Onboarding Journey: Manage the end‑to‑end onboarding process for assigned SMB clients, from post‑sale to full adoption.
• Stakeholder Coordination: Collaborate with Sales, Implementation, IT, and Support teams to align timelines, deliverables, and expectations.
• Pipeline Management: Maintain a clear, up‑to‑date view of each client’s onboarding status in Salesforce, ensuring timely training, configuration, and milestone completion.
• Success Planning: Capture each practice’s unique goals, develop tailored success plans, and conduct strategic conversations that link our platform’s capabilities to their business objectives.
• Feature Adoption: Ensure all relevant features are fully configured, integrated, and embedded into daily workflows, driving measurable usage and ROI.
• Training & Enablement: Deliver expert 1:1 training sessions, create digital resources, and provide ongoing support to reinforce learning.
• Customer Experience Excellence: Handle escalations with empathy and ownership, send follow‑up communications, and gather feedback to continuously improve the onboarding experience.
• Team Collaboration: Participate in weekly meetings, share best practices, mentor new hires, and identify process improvements that enhance efficiency and customer satisfaction.

Success Metrics

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

Essential Qualifications

• Proven experience in customer onboarding, success, or implementation—ideally within SaaS or the dental/healthcare sector.
• Strong project management, organizational, and time‑management skills.
• Excellent communication and presentation abilities, capable of leading strategic conversations with clients.
• Comfortable using CRM and customer success tools such as Salesforce, Gainsight, Zoom, and digital training platforms.
• Proactive, curious, and empathetic team player who thrives in a fast‑paced, remote environment.
• Legal authorization to work in the United States.

Preferred Qualifications

• Experience working with dental practice management systems or related healthcare technology.
• Bi‑lingual Spanish proficiency.
• Prior experience in a remote, distributed team setting.
• Knowledge of data analytics and workflow automation.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Analytical thinking to translate client goals into actionable success plans.
• Adaptability to rapidly changing priorities and evolving product features.
• Strong interpersonal skills to build trust and rapport with diverse stakeholders.
• Self‑motivation and ownership to drive initiatives to completion.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As an Onboarding Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your professional development.
• Regular learning & development reimbursements for courses, certifications, and conferences.
• Cross‑functional projects that expose you to product, sales, and engineering teams.
• Clear career pathways to roles such as Customer Success Manager, Implementation Lead, or Product Evangelist.

Work Environment & Culture

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

• Open communication channels—weekly all‑hands, daily stand‑ups, and real‑time chat.
• Inclusive decision‑making that empowers every team member to contribute ideas.
• Regular virtual team‑building events, hackathons, and wellness activities.
• A commitment to work‑life balance, with generous paid time off and flexible scheduling.

Compensation & Benefits

While specific figures may vary, brighthush offers a competitive total rewards package that includes:

• Base salary range of $60,000 – $70,000 per year, commensurate with experience.
• Performance‑based bonuses tied to key metrics and company growth.
• Health, dental, and vision insurance with free medical premiums for employees.
• 401(k) retirement plan with company match up to 5.5% of your earnings.
• Fully paid parental leave and generous paid time off.
• Life, disability, and AD&D coverage.
• Employee wellness programs, gym membership discounts, and mental health support.
• Corporate discounts on travel, entertainment, and technology.

How to Apply

If you’re passionate about empowering dental practices, thrive in a dynamic, remote environment, and want to make a tangible impact on our customers’ success, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Strategic SMB Customer Onboarding Specialist role at brighthush.

Ready to Join brighthush?

Apply today and help us deliver outstanding onboarding experiences that enable dental practices to flourish. Your expertise will shape the future of dental practice management and create lasting value for our clients.

Important Notice

All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.