Software Onboarding Specialist

Key Responsibilities

• Deliver end-to-end onboarding for customers migrating to BrightTax as part of Bright's cloud migration programme
• Conduct onboarding sessions — remotely — covering product setup, data migration, configuration, and initial workflows
• Identify and resolve technical or process blockers early, escalating where necessary to internal product and support teams
• Ensure each customer reaches a confident, productive state on BrightTax within agreed timescales

• Deliver live high-level training sessions for customers and their teams when necessary, covering BrightTax functionality relevant to their workflows
• Produce or adapt supporting training materials, guides, and resources to aid customer self-sufficiency post-onboarding
• Support customers in understanding how BrightTax integrates with the broader Bright product suite, including BrightManager and BrightAP where relevant.

• Build strong, trust-based relationships with customers during the onboarding period
• Proactively monitor customer progress and intervene where adoption is at risk
• Gather and feedback customer insight — product issues, friction points, feature gaps — to the Customer Success and product teams
• Represent Bright professionally at all times, demonstrating the high standard of service our customers expect

• Contribute to the continuous improvement of the BrightTax onboarding process, playbooks, and tooling
• Collaborate with colleagues across Customer Success, Support, and Product to ensure alignment on migration priorities and customer readiness
• Maintain accurate records of onboarding progress, customer status, and outcomes in Bright's Success platform.

What We're Looking For

• 2 years plus experience in a customer-facing software role — onboarding, implementation, customer success, or technical support
• Technically capable and confident working with SaaS products — you can navigate a new platform quickly and troubleshoot with customers in real time
• Highly customer-focused, with a natural ability to build rapport and manage expectations professionally
• Self-directed and proactive — you take ownership of your customers' outcomes and do not need to be micromanaged
• Strong communicator, both written and verbal, with the ability to explain technical concepts clearly to non-technical users
• Comfortable working alongside AI tools; curious about how technology can make you better at your job.

• Familiarity with accounting, tax compliance, or bookkeeping workflows — either through working at an accountancy firm or supporting accounting software users
• Experience working with tax or practice management software 
• Knowledge of MTD (Making Tax Digital) requirements and their implications for accountancy firms
• Experience using customer success platforms (e.g. ChurnZero)
• Previous involvement in a software migration or implementation programme

Working at Bright