Remote Customer Success Specialist – Institutional Client Engagement & Growth Champion at brighthush

About brighthush

brighthush is a trailblazing online education platform that transforms complex concepts into vivid, memorable visual stories. Since its founding in 2013, we have empowered thousands of students, educators, and professionals worldwide to master challenging subjects through the science of visual memory. With a vibrant team of 51‑200 innovators headquartered in Los Angeles, California, brighthush is rapidly expanding its reach across the United States and beyond. Our mission is simple yet powerful: to make learning faster, easier, and more engaging for everyone.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous growth. We are a remote‑first organization that values flexibility, autonomy, and work‑life harmony. Our team is diverse, inclusive, and driven by a shared passion for education technology. Whether you’re a seasoned customer success professional or a recent graduate eager to make an impact, brighthush offers the resources, mentorship, and opportunities to accelerate your career.

Position Overview

We are looking for a proactive, customer‑centric Remote Customer Success Specialist to champion the success of our institutional clients. In this role, you will be the primary point of contact for universities, colleges, and professional training programs, ensuring they achieve maximum value from our platform. You will collaborate closely with Sales, Product, Support, and Marketing to deliver seamless onboarding, adoption, and renewal experiences. Your work will directly influence customer satisfaction, retention, and revenue growth.

Key Responsibilities

• Client Portfolio Management: Own a portfolio of institutional accounts, responding to inquiries, conducting regular check‑ins, and coordinating follow‑ups to maintain high engagement and satisfaction.
• Escalation Management: Identify and elevate strategic or leadership‑level issues to the Institutional Customer Success Manager, ensuring timely resolution.
• Onboarding & Implementation: Lead new client onboarding, including account setup, implementation, training, and ongoing education to ensure a smooth transition to our platform.
• Resource Development: Curate and share best‑practice resources that help customers leverage brighthush’s visual memory techniques effectively.
• Support Triage: Respond to and triage student and faculty support requests, collaborating with the Support team to resolve technical or functional issues.
• Usage Analysis: Monitor customer usage patterns, engagement metrics, and prepare insightful reports and presentations for stakeholders.
• Account Health Scoring: Identify accounts that may benefit from additional outreach or support, proactively addressing potential churn risks.
• Renewal & Expansion: Partner with Sales and the Institutional team on renewal preparation, retention initiatives, and account planning, while spotting opportunities for upsell or cross‑sell.
• Feedback Loop: Gather and document customer feedback, coordinating with Product and Support to drive product improvements and resolve issues.
• Process Improvement: Identify recurring questions or challenges that inform enhancements to the product, resources, or overall customer experience.
• CRM Stewardship: Maintain accurate customer records and activity in HubSpot and other Customer Success systems.
• Cross‑Functional Collaboration: Coordinate institutional communications, resources, and initiatives with Sales, Marketing, Product, Support, and other internal partners.
• AI Tool Utilization: Use approved AI tools to support meeting notes, follow‑up drafting, customer resource preparation, summarization, and routine account administration, while validating outputs and safeguarding customer data.

Essential Qualifications

• 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 privacy guidelines.
• Experience in medical or health‑professions education is required.
• Familiarity with HubSpot or a similar CRM platform.
• Comfort working with usage data in spreadsheets and generating actionable insights.

Preferred Qualifications

• Prior experience in nursing or NP program education.
• Demonstrated success in driving adoption and renewal metrics for institutional clients.
• Knowledge of visual learning techniques or instructional design.
• Experience with data‑driven customer success metrics and dashboards.

Skills & Competencies

• Customer‑Obsessed Mindset: Deep empathy for client needs and a relentless drive to deliver value.
• Communication Excellence: Clear, concise, and persuasive written and verbal communication tailored to diverse audiences.
• Analytical Thinking: Ability to interpret usage data, identify trends, and translate insights into actionable recommendations.
• Problem‑Solving: Creative and methodical approach to troubleshooting and resolving complex issues.
• Collaboration & Influence: Proven ability to work cross‑functionally and influence stakeholders at all levels.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Tech Savvy: Comfortable with SaaS platforms, CRM systems, and emerging AI tools.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Structured mentorship programs with senior leaders in Customer Success and Product.
• Regular training sessions on industry trends, new product features, and advanced customer success methodologies.
• Opportunities to lead cross‑functional projects, such as product roadmap input or customer experience initiatives.
• Clear career pathways to roles such as Senior Customer Success Manager, Customer Success Director, or Product Manager.
• Annual learning stipend to pursue certifications, conferences, or courses that align with your career goals.

Work Environment & Culture

brighthush’s remote‑first culture means you can work from anywhere in the United States. We foster a supportive, inclusive environment where ideas are valued and collaboration is seamless. Our team values:

• Transparency and open communication.
• Work‑life balance, with flexible scheduling and unlimited vacation.
• Continuous learning and personal growth.
• Community impact, as we strive to make education accessible to all.

Compensation & Benefits

While specific salary ranges are not disclosed, brighthush offers a competitive total rewards package that includes:

• Remote‑first flexibility with a fully supported home office stipend.
• Unlimited paid time off and flexible scheduling.
• Full individual health coverage (medical, dental, vision).
• Equity participation from day one, giving you a stake in our future growth.
• 401(k) plan with up to 5% company match.
• Annual company retreat and regular virtual team events.
• Monthly Wi‑Fi and phone reimbursement.
• Short‑term and long‑term disability coverage.
• Sales incentive opportunities for high performers.
• Annual work anniversary stipend.

How to Apply

If you are passionate about empowering institutions to deliver exceptional learning experiences and thrive in a dynamic, remote environment, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Remote Customer Success Specialist role at brighthush.

Join brighthush and help shape the future of education—one visual story at a time.