Senior Customer Success Trainer – Digital Marketing Enablement & Client Experience Excellence at brighthush – Lead Innovative Learning, Data‑Driven Coaching, and Strategic Growth for a Women‑Owned, Employee‑Owned Marketing Agency

About brighthush

brighthush is a forward‑thinking, women‑owned marketing agency that blends cutting‑edge technology with a purpose‑driven approach to deliver unparalleled client experiences. As a 100% employee‑owned company, every team member is a stakeholder in our success, and our culture is built on collaboration, continuous learning, and a relentless focus on results. We partner with brands across industries to craft data‑driven campaigns that not only drive growth but also create meaningful impact for their audiences.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic environment where innovation meets execution. Our employees enjoy:

• Ownership of their work and the company’s future through our Employee Stock Ownership Plan (ESOP)
• Access to the latest digital marketing tools and proprietary technology platforms
• A culture that celebrates diversity, equity, inclusion, and belonging (DEIB) at every level
• Opportunities for professional growth, including mentorship, leadership development, and cross‑functional projects
• Competitive compensation, comprehensive benefits, and generous paid time off, including 100% paid parental leave

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 workshops, coaching sessions, and digital learning modules that elevate the capabilities of our Client Success, Marketing, and Sales teams. By partnering closely with subject‑matter experts, team leads, and leadership, you will ensure that every member of brighthush is equipped with the knowledge, confidence, and behaviors needed to deliver world‑class service to our clients.

Your Impact

In this role, you will:

• Drive measurable improvements in client satisfaction scores and retention rates through targeted training interventions.
• Shape the learning culture of brighthush, making continuous development a core part of everyday work.
• Serve as a catalyst for cross‑departmental collaboration, ensuring that learning initiatives align with business objectives.
• Champion the use of data analytics to refine curricula, personalize learning paths, and demonstrate ROI.

Key Responsibilities

Learning Design & Delivery

• Develop and execute modular training programs covering SEO, paid search, social/content, consultative sales, and client‑service excellence.
• Create engaging learning materials—handbooks, e‑learning modules, job aids, assessments, and system guides—using adult learning principles and the latest instructional design tools.
• Facilitate interactive workshops and virtual sessions that promote knowledge retention and real‑world application.
• Leverage AI and emerging technologies to enhance learning design, streamline content creation, and improve learner experience.

Onboarding & Enablement System Ownership

• Build and continuously refine the end‑to‑end onboarding system, sequencing live and asynchronous learning for new hires and ongoing skill development.
• Coordinate with SMEs, team leads, and system owners to identify curriculum gaps, assign ownership, and ensure content is up‑to‑date and version‑controlled.
• Maintain a curated learning library that includes recordings, job aids, workshops, assessments, and source‑of‑truth documentation.
• Track learner progress, assess impact through metrics and feedback, and iterate curricula to close skill gaps.

Strategic Collaboration & Coaching

• Serve as a trusted advisor on digital marketing, client success, and sales techniques, providing coaching and support to employees as needed.
• Partner with Talent, Learning & Development, and Client Success leadership to align learning priorities, secure resources, and embed learning into daily workflows.
• Define enablement metrics, develop dashboards, and standardize reporting to inform coaching and leadership decisions.
• Deliver continuing professional development programs on leadership, compliance, technical skills, and soft skills, incorporating onboarding touchpoints.

Additional Duties

• Participate in quarterly training events, key meetings, and agency headquarters visits.
• Support agency‑wide initiatives and contribute to the overall success of the team and organization.

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 (SEO, Paid Search, social/content).
• 5+ years of hands‑on experience in client‑service or digital marketing roles.
• Exceptional communication and coaching skills—active listening, storytelling, and client‑ready presentation abilities.
• Proven ability to translate data and performance metrics into actionable learning interventions.

Preferred Qualifications

• Master’s degree in Marketing, Business, Education, or a related discipline.
• Proficiency with Learning Management Systems (LMS) and virtual training tools.
• Experience in outside sales or consultative selling environments.
• Knowledge of AI‑driven learning platforms and emerging instructional technologies.

Core Competencies & Skills

• Customer Focus & Client Intimacy: Deeply understand client business challenges and deliver continuous value.
• Collaboration: Work seamlessly across teams and functions.
• Owner Agility: Adapt quickly to changing circumstances and continuously learn.
• Results‑Driven: Own accountability for delivering business outcomes and meeting commitments.
• Discipline: Plan, prioritize, and align work with key stakeholders before acting.
• Instructional Design, Adult Learning Theory, Curriculum Development, Workshop Facilitation, Coaching, Data Analysis, LMS Administration, Digital Marketing Strategy, and Client Success Management.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by:

• Structured mentorship programs with senior leaders across Marketing, Sales, and Client Success.
• Access to industry conferences, webinars, and training certifications.
• Opportunities to lead cross‑functional projects and initiatives that shape the agency’s learning strategy.
• Clear pathways to leadership roles within Learning & Development, Client Success, or Digital Marketing.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the collaboration of in‑person sessions. You’ll enjoy:

• A modern, tech‑savvy office in Rochester with state‑of‑the‑art meeting spaces.
• Regular team‑building events, hackathons, and knowledge‑sharing sessions.
• A culture that values transparency, open communication, and mutual respect.
• Commitment to work‑life balance, with flexible schedules and generous paid time off.

Compensation & Benefits

The base salary for this role ranges from $70,000 to $100,000, commensurate with experience and location. In addition to competitive pay, brighthush offers:

• Employee Stock Ownership Plan (ESOP) participation.
• Annual performance bonus potential.
• Comprehensive health, dental, and vision plans.
• Retirement savings plan with company match.
• Paid parental leave (100% coverage).
• Generous paid time off, including holidays and personal days.
• Professional development stipend and tuition reimbursement.

Travel & Logistics

While the role is primarily based in Rochester, you will be expected to travel for:

• Quarterly training sessions and key meetings.
• Annual Shareholder’s Summit in June.
• Regular visits to the agency headquarters.

Diversity, Equity, Inclusion & Belonging

brighthush is committed to fostering a diverse, inclusive, and belonging‑oriented workplace. We celebrate differences and believe that a diverse workforce drives innovation and success. All hiring decisions are made without regard to race, color, religion, age, sex, national origin, disability status, veteran status, sexual orientation, gender identity, or any other protected characteristic.

How to Apply

Ready to shape the future of client success at brighthush? Submit your application through our careers portal and join a team that values ownership, learning, and impact.