Customer Success Specialist – Institutional Account Management & AI‑Enhanced Support for Healthcare Education

About brighthush

At brighthush, we are redefining the way medical and health‑profession education is delivered through immersive visual learning tools and cutting‑edge technology. Our mission is to empower institutions, educators, and learners with resources that make complex concepts clear, memorable, and actionable. As a fast‑growing, remote‑first organization, brighthush blends a culture of innovation with a deep commitment to educational excellence, diversity, and employee well‑being. Join a team that is passionate about transforming learning experiences for the next generation of clinicians.

Why This Role Matters

The Customer Success Specialist is the trusted partner for our institutional customers—medical schools, nursing programs, physician‑assistant tracks, residency and fellowship programs, and graduate medical education (GME) departments. You will guide these institutions through every stage of their journey with brighthush: from onboarding and adoption to ongoing engagement, data‑driven insights, and renewal preparation. Your work directly influences student outcomes, faculty satisfaction, and the long‑term growth of brighthush’s footprint in the healthcare education ecosystem.

Key Responsibilities

Customer Relationship Management

• Own a portfolio of institutional accounts, serving as the primary point of contact for MD, DO, PA, NP, RN, and GME program leaders.
• Respond promptly to inquiries, conduct regular health‑check calls, and coordinate follow‑up actions to maintain high engagement and satisfaction.
• Escalate strategic or leadership‑level concerns to the Institutional Customer Success Manager with clear context and recommended next steps.

Onboarding, Training & Adoption

• Lead new client onboarding, including account setup, implementation planning, and delivery of live or virtual training sessions.
• Develop and share best‑practice guides, video tutorials, and resource libraries that accelerate product adoption.
• Continuously assess adoption metrics and proactively address gaps before they become obstacles.

Learner & Educator Support

• Tri­age and resolve support tickets from students, faculty, and administrators, ensuring a swift and empathetic response.
• Collaborate with the Support team to troubleshoot technical issues, track recurring themes, and feed insights back into product improvements.

Usage Monitoring, Reporting & Account Health

• Analyze usage data, engagement trends, and learning outcomes using brighthush’s analytics dashboards.
• Prepare customized, data‑rich reports and presentations that demonstrate ROI and highlight opportunities for deeper integration.
• Identify accounts that may benefit from additional outreach, supplemental training, or strategic consulting.

Renewals & Growth Support

• Partner with Sales and the Institutional team to develop renewal strategies, retention initiatives, and account expansion plans.
• Provide actionable insights that help forecast renewal likelihood and uncover cross‑sell or up‑sell possibilities.
• Participate in quarterly business reviews (QBRs) to align on goals, celebrate successes, and set future objectives.

Voice of the Customer & Issue Resolution

• Collect, document, and prioritize customer feedback, translating it into clear product enhancement requests.
• Work closely with Product Management and Engineering to ensure timely resolution of high‑impact issues.
• Champion a customer‑centric mindset across the organization by sharing success stories and pain points.

CRM, Documentation & Cross‑Functional Coordination

• Maintain meticulous records of all customer interactions, health scores, and action items in HubSpot (or equivalent CRM).
• Coordinate institutional communications—newsletters, webinars, resource releases—with Marketing, Sales, and Product teams.
• Ensure alignment of messaging and initiatives across all internal stakeholders.

AI‑Assisted Customer Success

• Leverage approved AI tools to capture meeting notes, draft follow‑up emails, generate resource summaries, and automate routine administrative tasks.
• Validate AI‑generated content for accuracy, compliance, and confidentiality before distribution.
• Continuously explore emerging AI capabilities that can enhance the customer experience while safeguarding data privacy.

Essential Qualifications

• 1–3 years of experience in Customer Success, Account Management, Client Services, SaaS support, or a related customer‑facing role.
• Bachelor’s degree in Business, Communications, Education, Health Sciences, or equivalent professional experience.
• Demonstrated ability to interpret usage data, create insightful reports, and translate findings into actionable recommendations.
• Basic proficiency with AI‑driven productivity tools (e.g., prompt engineering, summarization, drafting) and a strong commitment to data privacy and security.
• Excellent written and verbal communication skills, with the ability to convey complex concepts to diverse audiences.
• Comfortable working remotely across multiple U.S. time zones and traveling 1–2 times per quarter for conferences, educational events, or on‑site visits.

Preferred Qualifications & Bonus Points

• Experience in medical, nursing, or health‑profession education environments.
• Familiarity with HubSpot or a comparable CRM platform.
• Advanced Excel or Google Sheets skills for data manipulation and visualization.
• Previous exposure to AI‑enhanced workflows in a customer‑success context.
• Understanding of accreditation standards and curriculum design for health‑profession programs.

Core Skills & Competencies

• Relationship Building: Ability to cultivate trust and rapport with senior academic leaders, faculty, and support staff.
• Analytical Thinking: Strong quantitative skills to interpret usage metrics, health scores, and ROI calculations.
• Problem Solving: Proactive approach to identifying issues, proposing solutions, and driving them to resolution.
• Communication: Clear, concise, and persuasive writing and presentation abilities.
• Collaboration: Comfortable navigating cross‑functional teams and aligning diverse priorities.
• Adaptability: Thrive in a fast‑moving, remote‑first environment with evolving product features and market demands.
• Tech Savvy: Comfortable with SaaS platforms, CRM systems, video‑conferencing tools, and AI productivity assistants.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Success Specialist you will have access to:

• Mentorship from senior Customer Success leaders and product experts.
• Structured learning paths covering advanced data analytics, AI integration, and strategic account planning.
• Opportunities to lead high‑visibility projects such as institution‑wide rollout programs or new feature beta testing.
• Clear promotion tracks toward Senior Specialist, Team Lead, or Customer Success Manager roles.
• Attendance at industry conferences (e.g., AAMC, AACN, MedEd) with travel expenses covered.

Work Environment & Culture at brighthush

We are a Remote‑First organization that values flexibility, autonomy, and work‑life harmony. Our culture is built on:

• Inclusivity: A diverse team where every voice is heard and respected.
• Innovation: Encouragement to experiment with new tools, especially AI, to improve processes.
• Collaboration: Regular virtual coffee chats, cross‑team hackathons, and an annual in‑person retreat.
• Transparency: Open communication channels, quarterly town halls, and shared company OKRs.
• Impact‑Driven Mindset: Knowing that the work you do directly contributes to better patient care through improved education.

Compensation, Perks & Benefits

Base Salary: $75,000 – $100,000 USD annually, commensurate with experience.

Variable Incentives: Performance‑based sales incentive tied to renewal and expansion targets.

Equity: Stock options granted from day one, aligning your success with brighthush’s growth.

Benefits Package

• Comprehensive individual health, dental, and vision coverage.
• 401(k) plan with up to 5% employer match.
• Flexible Time Off (no accruals—take the time you need).
• Monthly stipend for home office Wi‑Fi and phone expenses.
• Annual work‑anniversary stipend to celebrate milestones.
• Short‑Term and Long‑Term Disability coverage.
• Remote‑first work model—choose the environment where you thrive.
• Annual company retreat and regular virtual team‑building events.

How to Apply

If you are passionate about education, love working with data‑driven insights, and thrive in a collaborative, remote environment, we want to hear from you. Bring your enthusiasm, your curiosity about AI‑enhanced workflows, and your commitment to customer success, and join brighthush in shaping the future of health‑profession learning.

Ready to make an impact?