Head of Customer Education – Learning Strategy, Curriculum Design & Certification Leadership for Health‑Tech SaaS Platform

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Why brighthush?

At brighthush we are on a mission to transform medication management for vulnerable populations. Our cloud‑based health‑technology platform simplifies complex care workflows, reduces medication errors, and ensures regulatory compliance across long‑term care, behavioral health, and developmental disability settings. By empowering care teams with intuitive tools, we help improve safety, outcomes, and independence for the people who need it most.

Our culture is built like a family: we listen first, act with empathy, and collaborate across functions to solve real‑world problems that matter. If you are looking for work that blends purpose with cutting‑edge SaaS innovation, brighthush offers a place where your impact is measurable, your ideas are heard, and your growth is supported.

Position Overview

Title: Head of Customer Education – Learning Strategy, Curriculum Design & Certification Leadership Location: Remote (U.S.‑based), East Coast business hours; up to 20% travel across the United States Employment Type: Full‑Time (W2) Reports To: Chief Customer Officer Direct Reports: None initially – you will build a small, high‑performing team as the function scales

What You’ll Own

As the strategic leader of Customer Education, you will design, launch, and continuously improve a self‑service learning ecosystem that moves brighthush from a primarily instructor‑led model to a scalable, certification‑driven experience. Your work will directly influence customer adoption, satisfaction, and long‑term retention.

Key Responsibilities

Training Delivery & Onboarding

• Lead role‑based onboarding for new customers in IDD, behavioral health, and long‑term care environments.
• Deliver live virtual and in‑person sessions tailored to frontline staff, program managers, administrators, clinical leads, and executives.
• Establish a recurring, scheduled virtual training program that becomes a standing service rather than ad‑hoc workshops.
• Create multiple learning pathways so that role, shift, and technology comfort level never block competency.
• Design continuous onboarding processes to address high turnover and late‑stage hires.

Curriculum Design & Content Development

• Architect a tiered, role‑based curriculum covering foundational knowledge, device‑specific workflows, go‑live readiness, and ongoing lifecycle education.
• Produce and maintain a modular content library—including slide decks, facilitator guides, job aids, help articles, FAQs, on‑demand modules, video walkthroughs, and guided click‑throughs.
• Ensure content can be assembled into universal, state‑specific, and customer‑specific programs without duplicating effort.
• Partner with Product to have training ready at launch for new features and proactively update materials when regulations or workflows change.

Assessments & Certification

• Build role‑specific assessments that measure real‑world readiness.
• Design skill‑level certifications mapped to workflows, with clear pass thresholds, retry rules, expiration dates, and recertification cadence.
• Launch verifiable digital badges that learners can showcase in their professional portfolios.
• Maintain auditable records of assessment outcomes, timestamps, and certification status.

Learning Technology & Data Governance

• Evaluate, select, and own the Learning Management System (LMS) and ancillary tools needed for a scalable program.
• Collaborate with Product and Engineering to embed learning experiences directly within the brighthush platform.
• Define a data‑governance model that controls who sees learner data, when, and under what safeguards.
• Work with Compliance, Privacy, and Legal to ensure HIPAA‑appropriate handling of training data, using synthetic or de‑identified data whenever possible.

Train‑the‑Trainer, Partnerships & Team Enablement

• Design and run a train‑the‑trainer program that equips Customer Success Managers (CSMs) to deliver consistent, confident training.
• Certify and coach customer “Super Users” to become internal training leads, enabling organizations to onboard new hires autonomously.
• Translate recurring learner confusion and support ticket trends into product roadmap signals.
• Collaborate with CSMs to assess readiness, spot adoption gaps, and deliver training at implementation and go‑live milestones.
• Build a network of subject‑matter experts across CSM, Support, and Product to review content accuracy on a regular cadence.

KPI Framework & Business Impact

• Define and own metrics linking training outcomes to Net Revenue Retention (NRR), Customer Satisfaction (CSAT), renewal rate, Net Promoter Score (NPS), and overall customer health.
• Set baseline targets and continuously iterate to demonstrate the financial impact of education.
• Partner with the Chief Customer Officer to recruit, onboard, and develop a small education team, providing regular 1:1s, performance reviews, development plans, and coaching.

How Success Is Measured

KPIDescription Staff Readiness / Assessment Pass RatePercentage of end users who pass platform assessments on the first or second attempt within the onboarding window. Time to CertificationAverage time from user creation to verified competency. Platform & Feature AdoptionUptake of core workflows and new features within 60 days of launch, measured by reduced support tickets per active user. Training CSATAverage post‑training satisfaction score (target: 4/5 or higher). Implementation QualityNumber of corrections or rework needed after a customer goes live. Trainer Certification RatePercentage of designated CSMs and Super Users who complete and pass the train‑the‑trainer program. Reach Across Roles & ShiftsAssessment pass rates broken out by role, shift, and site type. Content CurrencyPercentage of training materials updated within the agreed timeframe after a product release or regulatory change.

What Success Looks Like

• Scalable Training: Most end users are trained, assessed, and certified without a CSM in the room; live delivery is reserved for facilitation, go‑live, and escalation.
• Verifiable Readiness: For any customer, brighthush can instantly report who is trained, who is certified, and who is overdue.
• Self‑Onboarding: Provider organizations use the learning program to onboard new hires independently, eliminating the need to reopen implementations.
• Go‑Live Confirmation: Staff arrive at launch already practiced and assessed, turning go‑live into a validation of readiness rather than a training event.
• Team Excellence: You have built a small, high‑performing education team that feels supported, coached, and empowered, and the program no longer depends on any single individual.

Required Qualifications

• 5+ years of experience in customer education, training, enablement, or L&D, specifically designing and delivering curricula for end users of a healthcare SaaS platform.
• Hands‑on expertise creating presentations, job aids, help documentation, video walkthroughs, and self‑serve learning resources.
• Proven track record conducting structured training sessions both in‑person and virtually.
• Deep familiarity with adult learning principles and instructional design methodologies (ADDIE, Kirkpatrick, etc.).
• Experience selecting, implementing, and scaling an LMS or comparable learning platform, including integrations and rollout.
• Demonstrated ability to design certification and assessment programs with clear pass standards and recertification models.
• Successful design and execution of a train‑the‑trainer program.
• At least one year of people‑leadership experience (hiring, onboarding, coaching) with a clear aptitude for building teams.
• Experience working in a highly regulated environment, with strong knowledge of healthcare documentation standards, HIPAA‑aware data handling, and compliance‑driven workflows.
• Data‑oriented mindset with experience linking learning outcomes to retention, satisfaction, or health‑score metrics.
• Exceptional written and verbal communication skills; ability to translate complex workflows into clear guidance for users of varying technical comfort.
• Strong project‑management abilities—manage multiple concurrent initiatives in a fast‑moving startup environment.
• Willingness to travel up to 20% across the U.S. for on‑site training and onboarding.
• Fully remote, U.S.‑based, working East Coast hours (West Coast candidates should expect early mornings).

Preferred Qualifications

• Experience with IDD, behavioral health, or long‑term care provider organizations.
• Familiarity with state‑regulated medication administration programs.
• Track record partnering with Product and Engineering to shape in‑product learning experiences.
• Experience training users on hardware or connected devices alongside software.
• Background in healthcare operations, compliance, quality management, or healthcare IT.
• Knowledge of SCORM/xAPI standards, digital badging platforms, and learning record stores.
• Design expertise for accessible, mobile‑first, low‑bandwidth, and multilingual learning experiences.

Compensation & Benefits

Base Salary: $115,000 – $125,000 USD Bonus: 10% annual performance‑based bonus (non‑commission)

Our comprehensive benefits package is designed to support your well‑being and long‑term growth:

• 100% company‑paid medical coverage (base plan)
• Dental and vision options
• 401(k) retirement plan with company match
• Company‑paid life, AD&D, short‑term disability, and long‑term disability insurance
• Lifestyle Spending Account for wellness, personal use, and company swag
• Flexible PTO plus company holidays
• Fully remote‑friendly work environment with flexible scheduling
• Mission‑driven work that directly improves safety and outcomes for vulnerable populations

Career Growth & Learning Opportunities

At brighthush, the Head of Customer Education sits at the intersection of product, customer success, and compliance—a high‑visibility role that reports directly to the Chief Customer Officer. As the education function scales, you will have the opportunity to:

• Shape the strategic direction of a critical customer‑facing function.
• Build and lead a dedicated education team, influencing hiring, culture, and performance standards.
• Partner with senior leadership on product roadmap decisions driven by real‑world learning data.
• Earn industry recognition as a thought leader in healthcare SaaS education and certification.
• Access continuous professional development resources, including conferences, certifications, and internal mentorship programs.

Work Environment & Culture at brighthush

Collaboration: Small, cross‑functional teams that value transparency and rapid decision‑making. Empathy‑First: We listen to our customers, our partners, and each other, fostering a supportive atmosphere where ideas are welcomed. Innovation: A fast‑moving startup mindset paired with executive backing ensures you have the resources to experiment and iterate. Diversity & Inclusion: brighthush is an equal‑opportunity employer committed to building a diverse team that reflects the communities we serve.

Why Apply Now?

This is a rare chance to own a foundational function at a high‑growth health‑tech company that is scaling rapidly. Your work will have immediate, measurable impact on patient safety and caregiver confidence. With executive sponsorship, a clear strategic vision, and the freedom to design the program from the ground up, you will leave a lasting legacy at brighthush.

Next Steps

If you are passionate about education, love solving complex regulatory challenges, and thrive in a mission‑driven environment, we want to hear from you. Apply today and let our dedicated recruiting partner guide you through every step of the process—from interview preparation to offer negotiation.

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