Senior Customer Success Trainer – Digital Marketing Enablement & Learning Experience Architect

About brighthush

brighthush is a forward‑thinking, results‑driven marketing agency that thrives on collaboration, innovation, and purpose. As a 100 % employee‑owned, women‑led organization, we blend cutting‑edge proprietary technology with world‑class partnerships to deliver deeply personalized client experiences. Our culture is built on transparency, accountability, and a relentless focus on delivering measurable impact for our clients and our community. At brighthush, every team member is a stakeholder, and every success is shared.

Why This Role Matters

The Trainer, Customer Success position is the linchpin that transforms raw performance data into actionable learning. By designing, delivering, and continuously refining hands‑on workshops and coaching sessions, you will elevate the capabilities of our Client Success team across digital marketing, customer service, and consultative sales. Your work will directly influence campaign results, client satisfaction, and pipeline conversion, creating a virtuous cycle of growth for both our clients and brighthush.

Key Responsibilities

• Design & Deliver Modular Training: Create engaging, role‑specific programs covering SEO, paid search, social/content, and client‑service excellence. Use a blend of live workshops, virtual sessions, and self‑paced e‑learning.
• Build & Maintain the Learning Library: Curate recordings, job aids, assessments, system guides, and call examples. Ensure version control, clear ownership, and up‑to‑date content in partnership with subject‑matter experts.
• Facilitate Interactive Workshops: Lead sessions that promote knowledge retention and real‑world application. Use storytelling, active listening, and client‑ready presentation techniques to keep participants engaged.
• Measure Impact & Iterate: Collect learner feedback, performance metrics, and assessment results. Use data to refine curricula, close skill gaps, and demonstrate ROI.
• Own the Onboarding System: Sequence live and asynchronous learning, coordinate SMEs and team leads, and identify ownership gaps to ensure clarity and accountability.
• Serve as Trusted Advisor: Provide guidance on digital marketing strategies, client‑success best practices, and effective sales techniques. Coach employees to speak credibly about strategy, performance, and next‑best actions.
• Develop Continuing Professional Development: Create engaging in‑person and virtual programs on leadership, compliance, technical skills, and soft skills. Incorporate onboarding touchpoints and embed learning into everyday workflows.
• Collaborate Across Functions: Work with Talent, Learning & Development, Client Success leadership, and operational stakeholders to align learning priorities, secure resources, and embed learning into real workflows.
• Define Enablement Metrics: Partner with leadership to create dashboards that track readiness, coaching effectiveness, and business outcomes.
• Travel & Engagement: Attend quarterly trainings, key meetings, and events. Travel to Rochester for initial onboarding and the annual Shareholder’s Summit.

Essential Qualifications

• Bachelor’s degree in Marketing, Business Communication, Education, or a related field.
• 10+ years 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 experience in client‑facing customer service or digital marketing roles.
• Exceptional communication and coaching skills: active listening, storytelling, and client‑ready presentation.
• Proven ability to build learning paths, sequence content, and manage learning resources.
• Strong analytical mindset to measure training impact and iterate based on data.

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 a broader business development role.
• Familiarity with emerging technologies such as AI‑powered learning platforms.

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: Continuously learn and adapt quickly to changing circumstances.
• Results‑Driven: Accept accountability to deliver business outcomes, even under shifting priorities.
• Disciplined: Plan, prioritize, and align work with key stakeholders before acting.
• Adult Learning Principles: Apply best practices in instructional design and adult learning theory.
• Technology Savvy: Leverage LMS, virtual training tools, and emerging tech to enhance learning experiences.

Career Growth & Learning Opportunities

At brighthush, learning is a core value. As our Trainer, you will have access to continuous professional development, including certifications in instructional design, data analytics, and digital marketing. You will also be invited to lead cross‑functional initiatives, mentor junior trainers, and shape the strategic direction of our enablement function. Our employee‑owned model means you’ll share in the company’s success, with opportunities to grow into leadership roles such as Director of Learning & Development or Chief Learning Officer.

Work Environment & Culture

Our hybrid work model blends the flexibility of remote work with the camaraderie of in‑office collaboration. We foster a culture of transparency, inclusivity, and shared ownership. As a member of brighthush, you’ll enjoy:

• Collaborative, cross‑functional teams that value diverse perspectives.
• Regular knowledge‑sharing sessions, hackathons, and innovation labs.
• A supportive environment that encourages experimentation and continuous improvement.
• Employee‑owned equity through our ESOP, ensuring that every contribution is recognized and rewarded.

Compensation & Benefits

brighthush offers a competitive salary range of $70,000–$100,000, commensurate with experience and location. In addition to base pay, you will receive:

• Employee Stock Ownership Plan (ESOP) – share in the company’s growth.
• Annual performance bonus potential.
• Comprehensive benefits package: health, dental, vision, and life insurance.
• Generous paid time off, including 100 % paid parental leave.
• Retirement plan with company match.
• Professional development stipend and conference travel support.

Travel Requirements

All employees, regardless of role or geographic location, are required to travel to Rochester during their initial onboarding period (ideally within the first four weeks) and annually for the Shareholder’s Summit held in June. Additional travel may be required for quarterly trainings, key meetings, and industry events.

Diversity, Equity, Inclusion & Belonging

brighthush is committed to fostering a diverse, equitable, inclusive, and belonging (DEIB) culture. We believe that a workforce that reflects a broad range of perspectives drives innovation and client success. We actively promote equal opportunity, respect, and inclusion at every level of our organization.

How to Apply

Ready to shape the future of learning at brighthush? Submit your application through our careers portal and join a team that values ownership, innovation, and impact. We look forward to discovering how your expertise can elevate our Client Success team and help us deliver world‑class results for our clients.