Customer Success & Onboarding Specialist – Drive Artist & Brand Launch Success with brighthush
About brighthush
brighthush is the engine behind today’s most ambitious merch, ticket, and content launches. Our platform fuses next‑generation CRM, cross‑platform messaging, high‑converting landing pages, and deep‑link tracking into a single, intuitive solution. By doing so, we empower artists, managers, labels, and partners to transform every release into a revenue‑generating moment. Whether you’re a rising indie star or a global pop icon, brighthush gives you the tools to engage fans, scale campaigns, and maximize ROI.
Founded by a team of serial entrepreneurs who met while building consumer startups, brighthush has grown from a small seed round to a multi‑million dollar company backed by top‑tier investors. Today, our agile squad of 20+ professionals works across the United States, collaborating daily in Notion, sprinting in 30‑minute stand‑ups, and holding weekly all‑hands meetings that keep us lean, focused, and fast‑moving. We’re on a mission to democratize entertainment marketing, and we’re looking for a passionate Customer Success & Onboarding Specialist to help us keep the momentum going.
What You’ll Do
As a key member of the Customer Success team, you’ll be the first point of contact for new and existing clients. Your role will blend strategic consulting, technical troubleshooting, and proactive account management to ensure every brighthush customer feels supported, empowered, and excited about their launch.
- Customer Onboarding & Education: Guide clients through the entire onboarding journey, from initial setup to their first successful drop. Create and deliver training materials, host live walkthroughs, and collaborate with product and engineering to refine the onboarding experience.
- Strategic Consulting: Partner with customers to identify growth opportunities, optimize campaign performance, and maximize the value they derive from brighthush. Use data-driven insights to recommend best practices and advanced features.
- Technical Support: Resolve escalated technical issues with speed and clarity. Work closely with the engineering team to troubleshoot bugs, provide workarounds, and communicate status updates to clients.
- Billing & Account Management: Handle billing inquiries, invoice disputes, and subscription changes. Aim to reduce churn and minimize outstanding payments through clear communication and timely resolution.
- Customer Feedback Loop: Collect, analyze, and act on customer feedback. Partner with the Director of Customer Success to inform product roadmap, marketing strategies, and support initiatives.
- Process & Metrics: Collaborate on the development of scalable processes, SOPs, and dashboards that track key performance indicators such as NPS, CSAT, churn, and support ticket velocity.
Essential Qualifications
- 2+ years of experience in client onboarding, implementation, or customer success roles.
- Proven track record of creative problem‑solving and delivering measurable results for end users.
- Hands‑on experience with customer service platforms, especially Intercom.
- Excellent verbal and written communication skills in English; fluency in additional languages is a plus.
- Strong understanding of growth and retention techniques, with the ability to translate data into actionable insights.
- Customer‑centric mindset with a passion for empowering creators and brands.
- Bias toward action: you proactively tackle challenges, own outcomes, and drive initiatives forward.
- Willingness to work flexible hours to cover multiple time zones, ensuring 24/7 support for our global clientele.
Preferred Qualifications
- Experience in the music, entertainment, or digital marketing industry.
- Familiarity with CRM systems, marketing automation, and analytics tools.
- Background in technical support or engineering, enabling deeper collaboration with product teams.
- Experience with data visualization tools (e.g., Tableau, Looker) and reporting.
- Knowledge of deep‑linking, landing page optimization, and cross‑platform messaging.
Skills & Competencies
- Empathy & Communication: Ability to listen actively, understand client pain points, Apply for this job