Senior Customer Success Trainer – Digital Marketing Enablement & Client Experience Excellence – Driving Client Success at brighthush

About brighthush

brighthush stands at the intersection of creativity, technology, and data science, redefining how agencies deliver measurable impact for their clients. As a 100 % employee‑owned, women‑led organization, we champion purpose‑driven work, collaborative culture, and a relentless focus on delivering results that matter. Our proprietary platform, coupled with world‑class partnerships, empowers agencies worldwide to scale, innovate, and thrive in an ever‑evolving digital landscape. We are not just a marketing agency; we are a catalyst for transformation, turning insights into action and data into stories that drive growth.

Why Join brighthush?

At brighthush, you’ll be part of a vibrant community that values curiosity, creativity, and continuous learning. We invest heavily in our people, offering:

• Competitive base salary ($70,000‑$100,000) plus performance bonuses and a generous employee‑stock‑ownership plan (ESOP) that aligns your success with the company’s growth.
• Comprehensive benefits package: health, dental, vision, 100 % paid parental leave, and flexible paid time off.
• Unlimited learning budget and access to industry conferences, workshops, and cutting‑edge tools.
• Dynamic work environment: hybrid model with a state‑of‑the‑art office in Rochester, NY, and the flexibility to work from home.
• Annual Shareholder’s Summit in June: where all employees gather to celebrate achievements, share insights, and shape the future of brighthush.
• Culture that celebrates diversity, equity, inclusion, and belonging (DEIB) as core values, ensuring every voice is heard and valued.

Position Overview

The Senior Customer Success Trainer is a high‑impact role that transforms performance data into actionable learning experiences. You will design, develop, and deliver immersive workshops, coaching sessions, and asynchronous modules that elevate the capabilities of our Client Success, Marketing, and Sales teams. Your work will directly influence campaign performance, client satisfaction, and pipeline conversion. You will be the bridge between data insights and practical application, ensuring every team member is equipped to deliver exceptional value to our clients.

Key Outcomes

• Effective Knowledge Transfer: Seamlessly convert complex digital marketing concepts into clear, engaging learning paths.
• Client‑Ready Fluency: Equip teams to confidently articulate strategy, performance insights, and next‑best actions to clients.
• Consistent Readiness: Ensure every team member maintains up‑to‑date skills through continuous professional development.
• Data‑Driven Impact: Translate learning analytics into measurable improvements in client satisfaction scores and revenue growth.
• Scalable Learning Ecosystem: Build a living library of resources that can be accessed anytime, anywhere.

Core Responsibilities

• Design and deliver modular training across digital marketing, sales, and client success topics, including SEO, paid search, social/content, and consultative selling.
• Build and maintain a living learning library: recordings, job aids, workshops, assessments, system guides, and call examples, with version control and clear ownership.
• Collaborate with subject‑matter experts (SMEs), team leads, and product owners to create role‑specific onboarding programs and ongoing capability building.
• Facilitate interactive workshops that promote knowledge retention, critical thinking, and practical application.
• Gather learner feedback, analyze performance data, and iterate curricula to close skill gaps and improve learning outcomes.
• Develop and implement learning and development frameworks, best practices, and metrics that align with business goals.
• Leverage emerging technologies—AI, micro‑learning, virtual reality—to enhance content delivery and learner experience.
• Maintain accurate training records, reports, and dashboards to track progress, identify gaps, and inform coaching decisions.
• Partner with Talent, Learning & Development, Client Success leadership, and operational stakeholders to align learning priorities and secure resources.
• Lead cross‑functional initiatives such as new product launches, market expansion projects, and internal knowledge‑sharing forums.
• Travel as needed: quarterly training sessions, key meetings, and annual Shareholder’s Summit in Rochester, NY.

Essential Qualifications

• Bachelor’s degree in Marketing, Business Communication, Education, or a related field.
• 10+ years of experience designing and delivering in‑person, online, and hybrid training for client‑facing roles in digital marketing or sales.
• 5+ years of hands‑on experience in customer service or digital marketing roles.
• Proven ability to translate data into learning objectives and measurable outcomes.
• Strong communication and coaching skills: active listening, storytelling, and client‑ready presentation.
• Proficiency with learning management systems (LMS) and virtual training tools.
• Experience with outside sales and consultative selling techniques.
• Demonstrated ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast‑paced environment.

Preferred Qualifications

• Master’s degree in Marketing, Business, Education, or a related discipline.
• Experience with AI‑driven learning platforms or advanced analytics for training effectiveness.
• Background in designing learning for technical or complex product environments.
• Familiarity with brighthush’s CRM platform or other CRM platforms used by brighthush.
• Experience in a high‑growth agency or tech‑centric organization.

Core Competencies

• Customer Focus: Deeply understand client challenges and deliver continuous value.
• Collaboration: Work seamlessly across teams and functions.
• Agility: Quickly adapt to changing circumstances and continuously learn.
• Results‑Driven: Own accountability for business outcomes and deliver commitments.
• Discipline: Plan, prioritize, and align work with key stakeholders.
• Strategic Thinking: Translate business objectives into learning strategies.
• Innovation: Embrace new technologies and creative approaches to learning.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by:

• Structured career ladder for learning & development professionals, with clear pathways to senior trainer, learning architect, or head of enablement roles.
• Mentorship programs pairing you with senior leaders and industry experts.
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