Customer Success Specialist – Institutional Engagement & Adoption Lead at brighthush

About brighthush

brighthush is redefining the way learners engage with complex subject matter. By blending art, science, and cutting‑edge technology, we transform dense concepts into vivid, interactive visual journeys that stick in the mind. Our platform empowers students, educators, and institutions to master challenging material, achieve higher scores, and bring knowledge to life—all while fostering a culture of curiosity and continuous improvement.

At brighthush, diversity and inclusion are not buzzwords—they’re the foundation of our success. We believe that a team that reflects the world it serves creates better products, stronger relationships, and a more welcoming workplace. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment where your voice matters and your growth is a priority.

Position Summary

brighthush is seeking a dynamic Customer Success Specialist – Institutional Engagement & Adoption Lead to partner with our institutional customers throughout the entire customer lifecycle: onboarding, adoption, ongoing engagement, and renewal preparation. Reporting to the Institutional Customer Success Manager, you will be the day‑to‑day advocate for MD, DO, PA, NP, RN, and GME programs, ensuring they derive maximum value from our platform.

You will collaborate closely with Sales, Marketing, Product, Support, and other internal teams to resolve customer inquiries, capture feedback, and drive retention and expansion. This role is remote‑first, available to qualified candidates in California, Colorado, Florida, Illinois, Massachusetts, Michigan, New Jersey, New York, Pennsylvania, Texas, Utah, and Washington.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for a portfolio of institutional accounts, responding promptly to inquiries and conducting regular check‑ins to sustain high engagement and satisfaction.
• Escalate strategic or leadership‑level issues to the Institutional Customer Success Manager, ensuring timely resolution.

Onboarding, Training & Adoption

• Lead new client onboarding, including account setup, implementation, and customized training sessions.
• Develop and deliver best‑practice resources that help customers maximize platform usage.
• Track adoption metrics and identify gaps, recommending targeted interventions.

Learner & Educator Support

• Respond to and triage student and faculty support requests, ensuring a seamless learning experience.
• Escalate technical issues to the Support team, monitoring recurring questions and collaborating on solutions.

Usage, Reporting & Account Health

• Monitor customer usage patterns, engagement levels, and key performance indicators.
• Prepare insightful, customer‑facing reports and presentations that highlight value and opportunities.
• Identify accounts that may benefit from additional outreach or support, proactively addressing potential churn.

Renewals & Growth Support

• Partner with Sales and the Institutional team on renewal preparation, retention initiatives, and account planning.
• Identify upsell or cross‑sell opportunities, collaborating with Product to tailor solutions that meet evolving needs.

Voice of the Customer & Issue Resolution

• Collect and document customer feedback, coordinating with Product and Support to drive continuous improvement.
• Analyze recurring challenges to inform product enhancements, resource development, and overall customer experience.

CRM, Documentation & Cross‑Functional Coordination

• Maintain accurate, up‑to‑date customer records and activity logs in HubSpot and other Customer Success systems.
• Coordinate institutional communications, resources, and initiatives with Sales, Marketing, Product, Support, and other internal partners.

AI‑Assisted Customer Success

• Leverage approved AI tools to support meeting notes, follow‑up drafting, resource preparation, summarization, and routine account administration.
• Validate AI outputs and safeguard customer information in accordance with data privacy guidelines.

What We’re Looking For

• 1–3 years of experience in Customer Success, Account Management, Client Services, Customer Support, Education, SaaS, or a related customer‑facing role.
• Bachelor’s degree in Business, Communications, Education, or a related field, or equivalent relevant experience.
• Basic proficiency with AI tools for prompting, summarization, drafting, research, or routine workflow support, with the ability to validate outputs and adhere to data and privacy standards.
• Willingness to travel up to 1–2 times per quarter for conferences, educational events, and client meetings.

Bonus Points

• Experience in medical or health‑profession education; nursing or NP program experience is a plus.
• Familiarity with HubSpot or a similar CRM.
• Comfort working with usage data in spreadsheets.

Why Join brighthush?

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to continuous learning resources, mentorship programs, and the chance to work on cross‑functional projects that span product, marketing, and sales. Whether you’re looking to deepen your expertise in customer success or explore new career paths within the organization, we provide the tools and support to help you thrive.

Culture & Work Environment

Our remote‑first culture means you can work from anywhere in the United States, with flexible hours that respect your personal commitments. We foster a collaborative, transparent environment where ideas are welcomed and innovation is celebrated. Regular virtual team gatherings, an annual company retreat, and a culture of open communication keep us connected and energized.

Compensation & Benefits

Competitive base salary ranging from $75,000 to $100,000 annually, with a performance‑based sales incentive and stock options that give you a stake in brighthush’s future. In addition, we offer:

• Remote‑first flexibility – work from wherever you feel most productive.
• Unlimited paid time off – no accruals, just real work‑life balance.
• Full individual health coverage – we cover 100% of your premiums.
• 401(k) with up to 5% company match.
• Monthly Wi‑Fi and phone reimbursement.
• Short‑term and long‑term disability coverage.
• Annual work anniversary stipend.
• Team events, including an annual retreat and virtual social gatherings.

Ready to Make an Impact?

If you are passionate about transforming education, building lasting relationships, and driving customer success, we want to hear from you. Join brighthush and help shape the future of learning while advancing your career in a supportive, innovative environment.

Apply today and become part of a team that’s dedicated to making learning unforgettable.