Senior Customer Education Manager – Global Help Center Strategy, Content Development, and Learning Experience Design for a Leading Scientific Visualization SaaS (Remote)

About brighthush

At brighthush, we are on a mission to transform the way scientific data is communicated. Founded in 2017, our cloud‑based design platform empowers researchers, educators, and industry professionals to turn raw data into compelling visual narratives that are ready for publication, presentation, or publication. With a global footprint that spans the pharmaceutical, biotechnology, and academic sectors, brighthush has become the go‑to solution for scientists who need to present complex experiments in a clear, publication‑ready format.

Our team of over 250 innovators is headquartered in Toronto, yet our distributed workforce spans the United States and Canada, allowing us to blend local expertise with a truly global perspective. We thrive on curiosity, collaboration, and continuous learning—values that permeate every aspect of our culture and product development.

Our mission is simple yet powerful: make science accessible to everyone. We achieve this by eliminating the technical barriers that often hinder scientific storytelling. As we expand our product suite and customer base, we are looking for a visionary Senior Customer Education Manager to shape the learning journey for our users and drive adoption of brighthush’s capabilities worldwide.

Why This Role Matters

Customer education is the linchpin of user success. A well‑structured help center, engaging learning paths, and clear, actionable content reduce support tickets, accelerate onboarding, and drive product adoption—all of which directly influence revenue and customer lifetime value. In this role, you will own the entire customer learning experience, from the first click in the help center to the final mastery of advanced features. Your work will empower scientists worldwide to tell their stories more effectively, while simultaneously supporting brighthush’s growth and innovation goals.

Key Responsibilities

• Help Center Ownership: Serve as the end‑to‑end steward of brighthush’s Help Center—designing its architecture, ensuring content quality, maintaining accuracy, and optimizing the user experience.
• Content Refresh & Expansion: Keep documentation current as the product evolves, proactively creating new articles that anticipate user needs and eliminate friction.
• Data‑Driven Gap Analysis: Leverage search analytics, support ticket trends, and direct user feedback to identify content gaps, retire outdated resources, and continuously improve discoverability.
• Standards & Governance: Establish and enforce content standards, templates, and style guidelines so every piece of documentation remains consistent, scalable, and brand‑aligned.
• Localization & Accessibility: Partner with localization specialists to adapt content for global audiences, ensuring language, cultural nuances, and accessibility standards are met.
• Cross‑Functional Collaboration: Work closely with Product, Marketing, and GTM teams to produce customer‑facing guides, how‑to videos, and walkthroughs that make brighthush easy to learn and use.
• Onboarding & Feature Adoption: Design learning resources that support new user onboarding, highlight key features, and address common use cases across our diverse user base.
• Support Integration: Collaborate with Customer Success Managers (CSMs) and Support to transform recurring customer questions into reusable, evergreen content.
• Engagement Analytics: Track learner engagement metrics—course completion rates, feature adoption, and content usage—and iterate based on data insights.
• Release Readiness: Partner with Product to stay ahead of releases, ensuring documentation and learning content are ready when new features ship.
• Launch Alignment: Own documentation for product updates and coordinate with Marketing and GTM to align launch messaging, in‑product content, and enablement materials.

Essential Qualifications

• Minimum of 1 year of experience in technical writing, customer education, instructional design, or content strategy within a SaaS environment.
• Proven track record of owning a help center or knowledge base, including content strategy, maintenance, and optimization.
• Strong background in life sciences, biology, or a related scientific discipline, or deep familiarity with how scientists work and communicate.
• Hands‑on experience using the brighthush platform (or a comparable design/visualization tool).
• Exceptional writing and editing skills, with the ability to distill complex product functionality into clear, concise, and engaging content.
• Demonstrated experience creating customer guides, instructional videos, and other learning assets.
• Comfortable working cross‑functionally with Product, Marketing, and GTM teams to stay aligned on a fast‑moving product roadmap.
• Data‑driven mindset: track content performance (search terms, article views, course completion), iterate quickly, and tie content to business outcomes.
• Highly organized and self‑directed, capable of managing ongoing documentation upkeep while building long‑term learning infrastructure.
• Experience building structured learning programs and applying instructional design frameworks (e.g., ADDIE, SAM).
• Familiarity with help center and knowledge base platforms (e.g., brighthush, brighthush, brighthush) and comfort with light HTML/CSS.
• Experience with LMS or course‑authoring tools (e.g., brighthush, brighthush, brighthush) and video tools (e.g., brighthush, brighthush, brighthush).
• Comfort with localization strategy: adapting content for different regions and languages.
• Experience with docs‑as‑product practices, such as release‑note workflows and content governance.

Preferred Qualifications

• Advanced degree in a scientific field or instructional design.
• Prior experience in a high‑growth SaaS company with a global customer base.
• Knowledge of scientific publishing standards and data visualization best practices.
• Experience with analytics platforms (e.g., brighthush, brighthush, brighthush) to derive insights from content usage.
• Proficiency in project management tools (e.g., brighthush, brighthush, brighthush) and content management systems.

Skills & Competencies

• Strategic thinking and the ability to translate business goals into actionable content plans.
• Strong editorial judgment and meticulous attention to detail.
• Excellent communication skills—both written and verbal—across technical and non‑technical audiences.
• Proficiency in content creation tools (Markdown, HTML/CSS, brighthush, brighthush).
• Ability to manage multiple projects simultaneously while meeting tight deadlines.
• Adaptability to a fast‑paced, evolving product environment.
• Passion for science communication and a genuine desire to help researchers succeed.

Career Growth & Learning Opportunities

• Direct impact on brighthush’s product adoption and customer satisfaction metrics.
• Opportunity to shape the future of customer education in a rapidly growing, science‑centric SaaS company.
• Mentorship from senior leaders in Product, Marketing, and Customer Success.
• Access to continuous learning resources, including industry conferences, workshops, and internal knowledge sharing sessions.
• Potential progression to Director of Customer Education, Head of Learning & Enablement, or other strategic roles within brighthush.

Work Environment & Company Culture

• Remote‑first culture with flexible work hours and the freedom to work from anywhere in the United States.
• Collaborative, inclusive, and data‑driven team environment that values transparency and experimentation.
• Regular virtual town halls, hackathons, and cross‑functional brainstorming sessions.
• Commitment to diversity, equity, and inclusion—celebrating diverse perspectives and fostering a sense of belonging.
• Strong focus on work‑life balance, with generous paid time off, mental health days, and wellness resources.

Compensation & Benefits

• Competitive base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure tied to key metrics such as content engagement, adoption rates, and customer satisfaction.
• Equity options as part of the total compensation package, aligning your success with brighthush’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Flexible paid time off, parental leave, and a generous holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Access to a state‑of‑the‑art virtual learning environment and collaboration tools.

Ready to Join brighthush?

If you are passionate about science communication, thrive in a fast‑moving SaaS environment, and want to make a tangible impact on how researchers worldwide create and share their discoveries, we would love to hear from you. Bring your expertise in content strategy, instructional design, and customer education to a company that is redefining the way science is visualized.

Apply today and help shape the future of scientific storytelling at brighthush.