Remote Inside Customer Success Representative – Higher Education Digital Learning & Implementation Specialist (Brighthush)

About Brighthush

Brighthush is a pioneering global education powerhouse that partners with millions of educators, learners, and professionals worldwide. Since its founding in 1888, Brighthush has evolved from a traditional textbook publisher into a dynamic organization that blends cutting‑edge technology with proven pedagogical principles. Our portfolio of digital learning solutions—Connect, SIMnet, and a suite of emerging tools—empowers institutions to deliver engaging, personalized, and data‑driven learning experiences that unlock student success and institutional growth.

At Brighthush, we believe that the future of education is built on collaboration, innovation, and a relentless focus on outcomes. We are committed to creating learning environments that are inclusive, scalable, and evidence‑based, ensuring that every student, faculty member, and administrator can thrive in a rapidly changing world.

Why Brighthush?

As a Remote Inside Customer Success Representative, you will be at the heart of our mission. You will work closely with faculty, administrators, and cross‑functional teams to ensure our digital products deliver maximum value to higher‑education partners. Your expertise will shape how institutions adopt, implement, and scale our solutions, directly impacting student achievement and institutional revenue.

We offer a culture of continuous learning, a collaborative remote environment, and a clear career path that rewards innovation and customer impact. If you are passionate about transforming higher‑education learning experiences and thrive in a fast‑moving, remote setting, Brighthush is the place for you.

Key Responsibilities

• Product Mastery & Training: Develop and maintain an in‑depth understanding of Brighthush Higher Education’s digital portfolio, including Connect, SIMnet, and emerging platforms. Deliver engaging, customized training sessions via Zoom to faculty and administrators, ensuring they can leverage features to meet institutional goals.
• Data‑Driven Customer Management: Utilize Salesforce and Gainsight to manage sales pipelines, track customer stages, measure pipeline velocity, and analyze customer data. Translate insights into actionable recommendations for product adoption, upsell opportunities, and retention strategies.
• Strategic Partnership: Collaborate with Sales and Customer Success teams to assess customer needs, co‑create implementation plans, and identify retention and new business opportunities. Serve as the primary point of contact for all post‑sale engagement, building long‑term relationships.
• Implementation Oversight: Lead the end‑to‑end implementation process for new and returning customers, ensuring seamless onboarding, configuration, and integration with institutional systems. Monitor progress, mitigate risks, and celebrate milestones.
• Consultative Support: Conduct one‑on‑one and group Zoom meetings to provide consultative guidance, training, and support tailored to each customer’s goals. Offer best‑practice recommendations that align with institutional objectives and learning science principles.
• Issue Resolution & Escalation: Provide timely follow‑up and resolve customer issues through troubleshooting, research, and collaboration with internal teams—including Sales, Product, Implementation, and Technical Support. Escalate complex problems to the appropriate stakeholders and track resolution status.
• Continuous Improvement: Participate in team meetings, strategy sessions, and professional development activities. Share customer feedback, product insights, and improvement ideas to help evolve our offerings and service delivery.
• Community Building: Champion a culture of learning and collaboration by hosting virtual workshops, creating knowledge bases, and fostering peer‑to‑peer support among Brighthush customers.

Essential Qualifications

• Bachelor’s degree in Education, Instructional Design, Business, or a related field.
• 1–2 years of experience in customer success, account management, or a similar role focused on software implementation.
• Exceptional communication and presentation skills, with the ability to train and support customers across a spectrum of technical proficiency.
• Positive, purpose‑driven attitude and a growth mindset that embraces challenges and seeks continuous improvement.
• Authorization to work in the United States for any employer.

Preferred Qualifications

• Experience in higher education, particularly in faculty or administrative roles.
• Background in instructional design, teaching, or coaching—demonstrated ability to translate learning theory into practical application.
• Proficiency with Salesforce and Gainsight, or a proven track record of quickly mastering CRM and customer success platforms.
• Knowledge of learning science principles and how they inform digital learning product design.
• Experience with data analysis and reporting to drive customer insights and product adoption.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for client challenges and a passion for delivering measurable value.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable strategies.
• Project Management: Strong organizational skills to manage multiple implementation timelines and stakeholder expectations.
• Technical Fluency: Comfortable navigating SaaS platforms, learning management systems, and basic troubleshooting.
• Collaboration & Influence: Skilled at building relationships across cross‑functional teams and influencing decision‑makers.
• Adaptability: Thrives in a fast‑moving, remote environment and can pivot quickly in response to changing priorities.

Career Growth & Learning Opportunities

At Brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned Customer Success leaders.
• Regular training modules on product updates, industry trends, and advanced customer success methodologies.
• Cross‑functional projects that expose you to Sales, Product, and Implementation teams, broadening your skill set.
• Clear career pathways—from Customer Success Specialist to Senior Success Manager, and eventually to Customer Success Leadership roles.
• Opportunities to contribute to product roadmap discussions, ensuring your voice shapes the future of our solutions.

Work Environment & Culture

Brighthush champions a culture of inclusivity, innovation, and impact. As a remote team member, you will enjoy:

• Flexible work hours that accommodate Eastern and Central Time Zones.
• A collaborative virtual environment powered by modern communication tools—Zoom, Slack, and Microsoft Teams.
• Regular virtual town halls, hackathons, and social events that foster community and connection.
• A commitment to work‑life balance, with generous paid time off and mental health resources.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific figures may vary based on role and experience, Brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market rates for remote Customer Success roles.
• Annual bonus plan tied to individual and company performance.
• Comprehensive health, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and access to industry conferences.
• Remote work stipend to support home‑office setup.

Ready to Make an Impact?

If you are passionate about transforming higher‑education learning experiences, thrive in a remote, collaborative setting, and want to be part of a company that values innovation and customer success, we encourage you to apply today. Join Brighthush and help shape the future of education—one student, one faculty member, and one institution at a time.