About brighthush
brighthush is a pioneering force in the global education landscape, empowering millions of educators, learners, and professionals worldwide with cutting‑edge digital learning tools. Founded in 1888, we have evolved from a traditional publishing house into a technology‑driven partner that delivers innovative, data‑rich solutions to higher education institutions. Our headquarters in New York City sit at the heart of a vibrant ecosystem of academia, research, and technology, while our distributed workforce of 1,001–5,000 employees spans the globe. At brighthush, we believe that learning is a lifelong journey, and we are committed to providing the resources, support, and community that help students and faculty thrive.
Why Join brighthush?
As a Remote Customer Success Representative – Field Implementation & Training Specialist, you will be at the forefront of transforming how colleges and universities engage with digital learning. You will partner with faculty, administrators, and IT teams to ensure that our suite of higher‑education products—Connect, SIMnet, GO!, and Sharpen—delivers measurable outcomes and a seamless experience. This role offers:
- Opportunity to work with a leading education technology company that values innovation, data‑driven decision making, and continuous improvement.
- Flexibility of a fully remote position, allowing you to balance work and life while collaborating with a diverse, global team.
- Access to a wealth of professional development resources, mentorship programs, and a culture that rewards curiosity and growth.
- Competitive compensation, including a sales incentive plan, annual bonus, and a comprehensive benefits package tailored to your needs.
Key Responsibilities
In this role, you will serve as the primary point of contact for our higher‑education customers, guiding them through the entire implementation lifecycle and ensuring they achieve their learning objectives. Your day‑to‑day tasks will include:
- Product Expertise: Master the intricacies of brighthush Higher Education’s digital products—Connect, SIMnet, GO!, Sharpen—and understand how they integrate with a variety of Learning Management Systems (LMS). Translate technical details into actionable insights for customers.
- Best‑Practice Advocacy: Share evidence‑based learning science and instructional design principles. Help faculty and administrators design engaging, effective curricula that leverage our tools.
- CRM Management: Utilize Salesforce and Gainsight to track customer engagement, pipeline velocity, and success metrics. Maintain accurate, up‑to‑date records that inform cross‑functional teams.
- Strategic Partnerships: Collaborate closely with Sales and Customer Success colleagues to assess needs, craft implementation plans, and identify upsell opportunities. Act as a trusted advisor who helps customers realize long‑term value.
- Implementation Oversight: Lead the onboarding process for new and returning customers, ensuring smooth configuration, data migration, and user adoption. Monitor progress against milestones and deliverables.
- Training & Support: Conduct one‑on‑one and group training sessions via Zoom, tailoring content to varying levels of technical proficiency. Provide ongoing support and troubleshooting to resolve issues quickly.
- Customer Advocacy: Serve as the voice of the customer within brighthush, relaying feedback to product, engineering, and support teams. Champion enhancements that improve usability and outcomes.
- Continuous Improvement: Participate in team meetings, strategy calls, and learning & development initiatives. Share insights, best practices, and lessons learned to elevate the overall customer experience.
Essential Qualifications
- U.S. citizenship or lawful permanent residency—authorized to work for any U.S. employer.
- Bachelor’s degree in Education, Instructional Design, Business, or a related field.
- 1–2 years of experience in customer success, implementation, or a similar role focused on software solutions.
- Strong communication and presentation skills, with the ability to convey complex concepts to audiences with diverse technical backgrounds.
- Proven ability to thrive in a remote work environment—self‑motivated, organized, and detail‑oriented.
- Positive, purpose‑driven mindset and a growth orientation that embraces challenges and seeks continuous improvement.
- Experience in higher education—understanding of institutional structures, faculty workflows, and student success metrics.
- Background in instructional design, teaching, or coaching, with a passion for enhancing learning experiences.
- Hands‑on experience with Salesforce and Gainsight, or a strong aptitude for learning new CRM platforms quickly.
Preferred Qualifications
- Advanced degree (Master’s or Ph.D.) in Education, Learning Sciences, or a related discipline.
- Prior experience with LMS platforms such as Canvas, Blackboard, or Moodle.
- Knowledge of data analytics tools (e.g., Tableau, Power BI) to interpret student engagement metrics.
- Experience leading cross‑functional projects and managing stakeholder expectations.
- Fluency in a second language, particularly Spanish or Mandarin, to support a diverse customer base.
Skills & Competencies
- Customer‑Centricity: Deep empathy for user needs and a relentless focus on delivering value.
- Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
- Collaboration: Comfortable working with sales, product, engineering, and support teams to achieve shared goals.
- Adaptability: Quick to adjust to changing priorities, new technologies, and evolving customer expectations.
- Project Management: Skilled at planning, executing, and monitoring projects to meet deadlines and quality standards.
- Communication: Clear, concise, and persuasive in both written and verbal formats.
Career Growth & Learning Opportunities
At brighthush, your professional journey is supported by a robust framework of learning and development. You will have access to:
- Structured onboarding programs that immerse you in our product suite, culture, and processes.
- Mentorship from senior Customer Success leaders who provide guidance, feedback, and career advice.
- Regular training sessions on emerging educational technologies, instructional design trends, and data analytics.
- Opportunities to lead cross‑functional initiatives, such as product beta testing, customer advisory boards, or regional workshops.
- Clear career pathways—from Customer Success Representative to Senior Success Manager, Implementation Lead, or Product Specialist—aligned with your interests and strengths.
Work Environment & Company Culture
brighthush fosters a culture that blends innovation, collaboration, and inclusivity. Key cultural pillars include:
- Mission‑Driven: Every team member is connected to our core mission of democratizing education and improving learning outcomes.
- Data‑First: Decisions are informed by robust analytics, ensuring that we deliver measurable impact.
- Inclusive & Diverse: We celebrate diverse perspectives and create an environment where everyone feels valued.
- Agile & Adaptive: We embrace change, iterate quickly, and respond to market needs with agility.
- Work‑Life Balance: Flexible schedules, generous paid time off, and remote work options help you maintain a healthy balance.
Compensation & Benefits
While specific figures may vary based on experience and role level, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market standards for remote Customer Success roles.
- Sales incentive plan tied to customer adoption, renewal, and upsell metrics.
- Annual bonus potential based on individual and company performance.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings plan with employer match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development stipend and access to industry conferences, webinars, and certifications.
- Wellness programs, including virtual fitness classes and mental health resources.
- Technology stipend to support a productive home‑office setup.
How to Apply
If you are passionate about transforming higher‑education learning experiences, thrive in a remote setting, and are ready to partner with faculty and administrators to unlock the full potential of digital tools, we encourage you to apply today. Join brighthush and help shape the future of education—one student, one faculty member, and one institution at a time.
Ready to take the next step? Submit your application through our careers portal and let’s explore how you can make an impact at brighthush.
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