Bright

Role Description Bright is migrating customers from BTC Desktop to BrightTax, our cloud-based tax compliance platform. It's a high-priority migration, and the onboarding experience is central to its success. This is a 12-month fixed-term role on the Customer Success team. You'll be the primary point of contact for customers making the move — guiding them through setup, configuration, training, and early adoption until they're confident and productive on BrightTax. The role suits someone technically capable, genuinely customer-focused, and comfortable owning outcomes without being micromanaged. 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. Qualifications - 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. Requirements - 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. Benefits - Bright builds software that genuinely makes people’s working lives easier. - Collaborative and human culture that feels like a small company. - Real autonomy to learn, grow, and make an impact. - Exciting time to join with fast growth and heavy investment in AI. - A place where curious people thrive.