Remote Head of Customer Education & Training Strategy – Building Scalable Learning Programs for HealthTech SaaS
About brighthush
brighthush is a high‑growth health technology company that empowers clinicians, administrators, and frontline staff to deliver better care through innovative, data‑driven SaaS solutions. With a mission to streamline workflows, improve patient outcomes, and drive operational excellence, brighthush serves a diverse portfolio of IDD, behavioral health, and long‑term care providers across the United States. Our culture is built on agility, collaboration, and a relentless focus on customer success. As we expand our footprint, we’re looking for a visionary leader to shape the future of our customer education program.
Why This Role Matters
In a rapidly evolving health tech landscape, the success of our platform hinges on how quickly and effectively our customers can adopt and master our solutions. The Head of Customer Education will be the architect of a world‑class learning ecosystem that drives adoption, reduces support tickets, and fuels revenue growth. By creating engaging, role‑based training pathways and measurable certification programs, you will directly influence customer satisfaction, renewal rates, and net promoter scores.
Key Responsibilities
- Strategic Leadership – Own the vision, roadmap, and execution of a scalable, role‑based onboarding and continuous learning program for all customer segments.
- Curriculum Design & Delivery – Build tiered curricula that span foundational knowledge, device‑specific workflows, go‑live readiness, and ongoing lifecycle education. Deliver live virtual and in‑person sessions tailored to frontline staff, program managers, administrators, clinical leads, and executives.
- Learning Technology & Infrastructure – Evaluate, select, and manage the LMS and supporting tools that enable rapid content deployment, analytics, and certification tracking. Partner with Product and Engineering to embed in‑product learning experiences.
- Assessment & Certification – Design role‑specific assessments, skill‑level certifications, and a robust recertification cadence. Launch verifiable digital badges that staff can showcase in their professional portfolios.
- Data Governance & Compliance – Own the data model for training, ensuring HIPAA‑compliant handling of PHI, synthetic data usage, and audit‑ready records. Collaborate with Compliance, Privacy, and Legal to maintain regulatory alignment.
- Train‑the‑Trainer & Super‑User Programs – Develop and lead programs that empower Customer Success Managers and internal customer champions to deliver consistent, confident training.
- Customer Insight & Product Feedback – Capture recurring learner confusion and support ticket themes, feeding insights back to Product as roadmap signals. Work closely with CSMs to assess readiness and address adoption gaps.
- Team Building & Development – Recruit, onboard, and mentor a small, high‑performing education team. Conduct regular 1:1s, performance reviews, and career development plans.
- Metrics & Impact – Own the KPI framework linking training outcomes to NRR, CSAT, renewal rates, NPS, and customer health scores. Set baselines and demonstrate ROI over time.
Essential Qualifications
- 5+ years of experience in customer education, training, enablement, or L&D for a SaaS platform, preferably in healthcare.
- Proven track record designing and delivering role‑based curricula, live training sessions, and self‑serve learning resources.
- Hands‑on experience with LMS selection, implementation, and integration.
- Deep understanding of adult learning principles (ADDIE, Kirkpatrick, etc.) and instructional design best practices.
- Experience building certification and assessment programs, including pass thresholds and recertification models.
- Strong data orientation – ability to tie learning outcomes to retention, satisfaction, or health score metrics.
- Excellent written and verbal communication skills, with the ability to translate complex workflows into clear, actionable guidance.
- Experience working in a highly regulated environment with HIPAA‑aware data handling.
- Ability to manage multiple concurrent projects in a fast‑moving startup context.
- Background in healthcare operations, compliance, quality management, or healthcare IT is highly desirable.
Preferred Qualifications
- Experience in IDD, behavioral health, or long‑term care provider organizations.
- Familiarity with state‑regulated medication administration programs.
- Knowledge of SCORM/xAPI standards, digital badging, and learning record stores.
- Experience designing accessible, mobile‑first, low‑bandwidth, and multilingual learning experiences.
- Hands‑on experience training users on hardware or connected devices alongside software.
- Prior leadership role with hiring, onboarding, and developing a small team.
- Experience partnering with Product and Engineering to shape in‑product learning experiences.
Skills & Competencies
- Strategic Thinking – Ability to translate business goals into a comprehensive education strategy.
- Instructional Design – Mastery of curriculum development, content authoring, and multimedia production.
- Project Management – Proven ability to juggle multiple initiatives, deadlines, and stakeholders.
- Data Analytics – Proficiency in using analytics to measure impact and iterate on programs.
- Collaboration – Strong cross‑functional partnership skills with Product, Engineering, CSM, Support, Compliance, and Legal.
- Leadership – Inspiring team members, fostering a culture of continuous improvement, and driving high performance.
- Customer‑Centricity – Deep empathy for end users and a passion for delivering exceptional learning experiences.
Career Growth & Learning Opportunities
At brighthush, your impact will be visible across the organization and directly tied to our growth trajectory. You will:
- Lead a high‑visibility initiative that shapes the customer journey and influences product strategy.
- Build a world‑class education team and mentor future leaders.
- Collaborate with senior executives, gaining exposure to strategic decision‑making.
- Participate in industry conferences, webinars, and thought‑leadership opportunities.
- Access continuous learning resources, including certifications in instructional design, data analytics, and healthcare compliance.
Work Environment & Culture
brighthush thrives on a culture of innovation, transparency, and work‑life balance. Key highlights include:
- Fully remote‑friendly environment with flexible hours to accommodate diverse time zones.
- Collaborative, cross‑functional teams that value open communication and rapid iteration.
- Commitment to diversity, equity, and inclusion – we celebrate different perspectives and backgrounds.
- Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
- Support for continuous professional development through stipends and learning budgets.
Compensation & Benefits
- Competitive base salary commensurate with experience.
- 10% annual bonus (not a commission plan).
- 100% company‑paid medical coverage (base plan) with optional dental & vision.
- 401(k) retirement plan with company match.
- Company‑paid life, AD&D, STD & LTD insurance.
- Lifestyle Spending Account for wellness, personal use, and company swag.
- Flexible PTO + company holidays.
- Fully remote‑friendly work environment.
Ready to Make an Impact?
If you’re a strategic thinker with a passion for learning, a knack for building scalable education programs, and a desire to shape the future of health technology, we want to hear from you. Join brighthush and help us empower the next generation of healthcare professionals to deliver exceptional care.