Senior Customer Enablement & Adoption Architect – Enterprise SaaS Learning Journey Champion Driving Global Digital Transformation, Customer Success, and Self‑Service Excellence at brighthush

About brighthush

brighthush is more than a cloud‑native SaaS platform; it is a catalyst for digital transformation across finance, healthcare, retail, manufacturing, and beyond. By weaving AI, analytics, and intuitive design into a single ecosystem, we empower organizations to onboard, adopt, and innovate at a pace that keeps them ahead of the competition. Our mission is simple: empower every customer to unlock the full potential of their digital tools. We do this through a culture that prizes curiosity, collaboration, and data‑driven decision making.

From a niche startup to a global leader in customer experience, product analytics, and learning solutions, brighthush has built a community where innovation thrives and customer success is a shared responsibility. As we expand across North America, Europe, and Asia, we invite you to join a team that is redefining how businesses learn, grow, and succeed.

Why This Role Matters

In the fast‑paced world of SaaS, the speed and quality of customer adoption directly influence revenue, churn, and brand reputation. The Senior Customer Enablement & Adoption Architect is the linchpin that connects product, support, success, and professional services teams to deliver a seamless, self‑service learning experience. By designing repeatable journeys, curating high‑impact content, and leveraging analytics, you’ll help our customers realize value faster, reduce support tickets, and create a virtuous cycle of engagement and advocacy.

Beyond day‑to‑day tasks, this role shapes the future of how customers interact with brighthush’s platform. Your strategic vision will drive the evolution of our learning ecosystem, ensuring that every touchpoint—from onboarding to renewal—delivers clear, actionable value. In short, you will be the architect of the customer experience that keeps our clients thriving.

Key Responsibilities

• Strategic Enablement Leadership: Own the end‑to‑end enablement strategy, aligning it with product roadmaps, customer segmentation, and business goals. Drive cross‑functional alignment to ensure every touchpoint supports the overarching customer success narrative.
• Journey Design & Optimization: Map, document, and iterate customer journeys across the entire lifecycle—onboarding, adoption, expansion, and renewal—ensuring each touchpoint delivers clear, actionable value. Use journey mapping tools and customer feedback loops to refine pathways continuously.
• Knowledge Base & Content Governance: Define content standards, taxonomy, and governance processes for the knowledge base, ensuring consistency, discoverability, and scalability. Champion a living documentation culture that evolves with product changes.
• Multimodal Content Creation: Produce and maintain written guides, video tutorials, interactive modules, and micro‑learning assets that translate complex product features into digestible learning experiences. Leverage storytelling techniques to keep content engaging and memorable.
• Data‑Driven Decision Making: Monitor adoption metrics, support deflection rates, and content engagement; use insights to prioritize initiatives and demonstrate ROI. Build dashboards that translate raw data into actionable business intelligence.
• Cross‑Functional Collaboration: Partner with Product, Customer Success, Support, Professional Services, and Account Management to surface pain points, co‑create content, and align on release cadence. Facilitate workshops and knowledge‑sharing sessions that break down silos.
• Continuous Improvement: Conduct regular content audits, gather user feedback, and iterate on both the knowledge base and learning journeys to keep pace with product evolution. Implement a feedback loop that captures lessons learned from every release.
• Self‑Service Advocacy: Champion proactive education as a means to reduce reactive support, driving a culture of self‑service across the organization. Advocate for self‑service metrics in executive meetings and strategy sessions.
• Stakeholder Reporting: Present enablement performance dashboards to executive leadership, translating data into actionable insights that inform product and go‑to‑market strategies.
• Other Duties: Take on additional projects as assigned, ensuring alignment with the broader customer experience strategy. Stay agile and ready to pivot as business priorities evolve.

Essential Qualifications

• 5–7 years of experience in customer enablement, education, or SaaS customer‑facing roles.
• Proven track record of building and scaling knowledge bases, training programs, and self‑service portals.
• Hands‑on expertise in creating, editing, and publishing instructional videos, including screen recordings and AI‑assisted production tools.
• Deep familiarity with knowledge‑base platforms and help desk systems.
• Experience with customer engagement and adoption platforms, such as product analytics, churn analytics, and customer success platforms.
• Strong analytical skills: ability to interpret usage data, identify trends, and translate findings into actionable enablement improvements.
• Excellent written and visual communication skills, with a focus on clarity, usability, and scalability.
• Self‑starter with high ownership, capable of working independently while collaborating across multiple teams.

Preferred Qualifications

• Background in instructional design or learning experience design.
• Experience with AI‑driven content creation tools.
• Knowledge of UX research methods and usability testing.
• Familiarity with agile development practices and release management.
• Experience in the food technology or compliance space (a plus, but not required).

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Project Management & Execution Excellence
• Data Analysis & KPI Tracking
• Content Strategy & Knowledge Management
• Video Production & Multimedia Storytelling
• Cross‑Functional Collaboration & Influence
• Customer‑Centric Mindset & Empathy
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders in product, engineering, and customer success.
• Annual learning stipend for courses, certifications, and conferences.
• Internal knowledge‑sharing sessions and “Lunch & Learn” events.
• Clear career pathways from Customer Enablement Manager to Director of Customer Experience, with opportunities to transition into product or growth roles.
• Regular performance reviews that focus on impact, growth, and skill expansion.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. You’ll work in a fully remote, distributed team that values:

• Open communication and frequent check‑ins.
• Data‑driven decision making and experimentation.
• Work‑life balance, with flexible hours and generous PTO.
• Community engagement through volunteer days and social events.
• A commitment to diversity, equity, and inclusion at every level.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $85,000 – $95,000 USD per year, commensurate with experience.
• Annual performance bonus up to 10% of base salary.
• Equity participation in brighthush’s employee stock‑option plan.
• Comprehensive health benefits (medical, dental, vision) with employer contributions.
• Retirement plan with company match.
• Flexible spending accounts (HSA, FSA) and supplemental insurance options.
• Unlimited paid time off (PTO) and paid holidays.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.

Application Process

1. Submit your resume and a brief cover letter outlining your experience in customer enablement.
2. Initial screening with Human Resources to discuss role fit and compensation expectations.
3. Technical interview with the VP of Customer Experience and Operations to assess strategic thinking and cross‑functional collaboration.
4. Peer panel interview with members of Product, Success, and Support teams to evaluate cultural fit and technical depth.
5. Final offer and background check, followed by a smooth onboarding experience.

Join brighthush Today

If you’re passionate about turning complex product features into intuitive learning experiences, and you thrive in a fast‑paced, data‑driven environment, we want to hear from you. Bring your expertise in content strategy, analytics, and cross‑functional leadership to a company that values innovation, growth, and customer success. Apply now and help shape the future of customer enablement at brighthush.