Senior Customer Education Lead – Remote – Build Scalable Learning Ecosystems for B2B SaaS Success at brighthush

About brighthush

brighthush is a forward‑thinking B2B SaaS company that empowers mechanical engineering teams to accelerate product development and bring life‑changing innovations to market faster than ever before. Founded in 2017, brighthush has grown to a vibrant community of 51‑200 talented professionals who thrive on solving complex engineering challenges with cutting‑edge software. Our mission is simple: enable engineers to design, prototype, and launch products with unprecedented speed and confidence. As we expand our reach across North America, we’re looking for a visionary Customer Education Lead to shape the learning journey that drives adoption, retention, and customer success.

Why This Role Matters

In the SaaS world, the difference between a satisfied customer and a loyal advocate often hinges on how quickly they can realize value from your product. The Customer Education Lead is the catalyst that turns complex engineering workflows into intuitive, engaging learning experiences. By building a robust education framework—spanning onboarding, self‑serve modules, certification programs, and community initiatives—you’ll directly influence customer health, feature adoption, and renewal rates.

Key Responsibilities

• Audience Mapping & Learning Needs Analysis – Identify distinct customer personas, map their learning journeys, and prioritize content based on usage data, support tickets, and CSM feedback.
• Data‑Driven Content Strategy – Leverage product analytics and customer insights to pinpoint friction points and design targeted educational interventions.
• Cross‑Functional Collaboration – Partner with Customer Success Managers, Solutions Engineers, Implementation Specialists, Product, and Marketing to translate real‑world challenges into learning priorities.
• Onboarding & Enablement Materials – Create high‑impact videos, guides, templates, and self‑paced modules that guide new users from first login to advanced use.
• Interactive Learning Paths – Design modular, competency‑based learning journeys that adapt to user skill levels and business goals.
• Complex Workflow Simplification – Translate intricate product workflows into clear, actionable resources that resonate with engineers and product managers.
• Assessment & Certification – Build quizzes, practical exercises, and certification exams that validate mastery and provide tangible credentials for users.
• brighthush Academy Curriculum Development – Curate a comprehensive curriculum that includes certifications, use‑case guides, and industry‑specific learning tracks.
• LMS & Content Hub Evaluation – Identify, evaluate, and implement a learning management system or content hub that supports self‑serve learning, progress tracking, and analytics.
• Content Governance & Version Control – Establish repeatable processes for content creation, review, and maintenance, ensuring materials stay current with product releases.
• Feedback Loops – Create mechanisms for learners, CSMs, and Product to continuously refine content based on real‑time data.
• Peer Learning & Community Building – Identify opportunities for peer‑to‑peer knowledge sharing, such as industry use‑case showcases and best‑practice workshops.
• Implementation & Self‑Serve Balance – Define what is delivered in live implementations versus what is available as self‑serve education, and evolve this balance as the library matures.
• Impact Measurement – Track metrics such as customer health scores, feature adoption rates, and renewal outcomes; iterate content based on data insights.
• Internal Enablement – Produce internal training materials for new features and use cases, ensuring the entire organization speaks with a unified voice.
• Launch Readiness – Collaborate with Product Marketing to ensure education content is ready for key feature releases.

Essential Qualifications

• Minimum 3 years of experience in instructional design, customer education, or enablement within a B2B SaaS environment.
• Proven track record of creating customer‑facing content that drives measurable adoption and time‑to‑value.
• Demonstrated ability to link education programs to business outcomes such as renewal rates, upsell opportunities, and customer satisfaction.
• Strong project management skills with a history of delivering complex initiatives on time and within budget.
• Excellent written, oral, and presentation skills—capable of translating technical concepts into clear, engaging narratives.
• Hands‑on experience with technical B2B products, preferably in engineering tools (CAD, PLM, DevOps, etc.).
• Proficiency with LMS platforms (e.g., Skilljar, Docebo, Thought Industries) and course authoring tools (e.g., Articulate Rise, Camtasia, Adobe Creative Suite).
• Experience designing for scale, blending asynchronous and live learning formats.
• Background in customer marketing, enablement, or community management is a plus.

Preferred Qualifications

• Experience building certification programs that are recognized industry‑wide.
• Knowledge of data analytics tools (Tableau, Power BI, Looker) for measuring learning impact.
• Familiarity with agile product development cycles and the ability to work closely with product teams.
• Experience managing a team of instructional designers or content creators.
• Fluency in multiple languages to support a global customer base.

Skills & Competencies

• Strategic Thinking – Ability to envision long‑term learning ecosystems that align with business goals.
• Customer‑Centric Mindset – Deep empathy for engineering teams and a passion for solving their pain points.
• Analytical Acumen – Comfortable interpreting usage data, support trends, and learning analytics to inform decisions.
• Collaboration & Influence – Skilled at building partnerships across Customer Success, Product, Marketing, and Engineering.
• Technical Fluency – Comfortable navigating complex engineering software and translating it into digestible learning content.
• Project Management – Expertise in planning, scheduling, Apply for this job