Senior Global Customer Education Lead – Architect & Champion of Scalable, Self‑Service Learning Ecosystems for Healthcare SaaS Platforms at brighthush

About brighthush

brighthush is a purpose‑driven technology company on a relentless mission to transform medication management for vulnerable populations. By harnessing cloud‑based solutions, real‑time visibility, and data‑driven insights, we empower care teams in long‑term care, behavioral health, and intellectual and developmental disability (IDD) settings to streamline workflows, eliminate medication errors, and uphold compliance. Our platform is more than software – it’s a lifeline that improves safety, outcomes, and independence for the people who rely on it.

At brighthush, we operate as a close‑knit family. We listen first, build with empathy, and commit to solving problems that have a tangible impact on lives. If you want to work in a fast‑moving, purpose‑driven environment where your expertise directly enhances patient safety, brighthush is the place for you.

Why Join brighthush?

In the rapidly evolving world of healthcare technology, the ability to educate and empower users is as critical as the product itself. As the Senior Global Customer Education Lead, you will be the architect of a learning ecosystem that scales with our customer base, ensuring that every frontline worker, program manager, and executive can confidently navigate our platform. Your work will directly influence medication safety, regulatory compliance, and the overall success of our clients. Join a team that values innovation, collaboration, and a deep commitment to improving lives.

Role Overview

We are looking for an experienced Senior Customer Education Lead to own and scale the training program across our entire customer base. In this foundational role you will design, build, and deliver training content in multiple formats – from live virtual onboarding to self‑serve micro‑learning libraries and role‑based assessments. You will also lead a train‑the‑trainer program, upskilling Customer Success Managers (CSMs) and customer Super Users so they can deliver consistent, high‑quality training at scale.

brighthush is transitioning from training delivered primarily by CSMs and Implementation leads to a self‑service‑first model. End users will complete a structured onboarding path, practice in a dedicated training environment, and earn certification through role‑based assessments. Certification will be a verifiable competency that carries weight for the staff member, their organization, and in compliance reviews. As the Customer Education Lead, you will own this transition, select and implement a learning management system (LMS), and partner with Product and Engineering on the in‑platform learning experience.

This role spans our full customer portfolio – state program partners, enterprise accounts, and commercial customers. As the function grows, you will hire and lead a small team and contribute to building a scalable Customer Experience organization.

Key Responsibilities

Training Delivery & End‑User Onboarding

• Lead comprehensive, role‑based onboarding for new customers across IDD, behavioral health, and long‑term care settings.
• Deliver live virtual and in‑person training sessions tailored to audience type (frontline staff, program managers, administrators, clinical leads, executives).
• Establish a scheduled, facilitated virtual training program that runs as a standing service rather than one‑off sessions, including a facilitation model that scales beyond a single trainer.
• Develop and maintain a library of self‑serve training resources – video walkthroughs, guided click‑throughs, help articles, and quick reference guides.
• Offer multiple paths to the same competency so that role, shift, and comfort with technology do not determine who succeeds.
• Design continuous onboarding to accommodate high turnover and new staff arriving long after implementation.

Curriculum Design & Content Development

• Design a tiered, role‑based curriculum spanning foundational training for all users, role‑based and device‑based workflow training, go‑live readiness, and ongoing lifecycle education.
• Build and maintain high‑quality training materials – instructor‑led presentations, facilitator guides, job aids, FAQs, compliance‑focused workflows, and on‑demand modules.
• Create a modular content library that can be assembled into universal, state‑specific, and customer‑specific programs without maintaining parallel content sets.
• Develop custom training programs and materials for state program partners and enterprise accounts as needed.
• Partner with Product to develop training content for feature releases and product updates, ensuring materials are ready at launch.
• Update existing materials proactively when regulatory requirements, customer workflows, or product functionality changes.

Assessments & Certification

• Build and administer end‑user assessments that measure readiness against the competencies each role actually performs.
• Design skill‑level certifications mapped to specific workflows (e.g., narcotic counts) and role‑level credentials that roll up from them.
• Define the assessment model – pass thresholds, retry rules, role gating, expiration, and recertification cadence.
• Build humane retry and remediation paths so that a failed attempt leads to support rather than a dead end.
• Launch verifiable digital badges that staff can carry into their own careers, exploring recognition by industry credentialing bodies and state agencies over time.
• Ensure assessment and certification records are accurate and timestamped so they hold up in a compliance review or state survey.

Learning Technology & Program Infrastructure

• Evaluate, select, and own the technology and tooling necessary to enable a scalable training program.
• Partner with CX, Product, and Engineering to contribute to a scalable training infrastructure that supports order‑of‑magnitude user growth without sacrificing consistency or quality.

Train the Trainer Program

• Design and lead a train‑the‑trainer program that enables CSMs to deliver consistent, confident training to their assigned accounts.
• Certify and coach customer Super Users to serve as internal training leads within their organizations.
• Build standardized training playbooks, delivery guides, and quality benchmarks for CSM and Super User trainers.
• Equip customer organizations to onboard their own new hires independently over time, reducing reliance on brighthush for every new staff member.

Team Leadership & People Management

• Partner with the Chief Customer Officer on recruiting and hiring activities – job description development, interview planning, and candidate evaluation.
• Onboard and train new team members, maintaining and improving onboarding guides and enablement materials.
• Support the growth and development of team members through regular 1:1 meetings, performance reviews, individual development plans, and coaching and mentorship.
• Formalize a subject‑matter‑expert contributor network across CSM, Support, and Product to review content accuracy on a defined cadence.
• Contribute to building a scalable Customer Experience organization capable of supporting continued commercial, enterprise, and state program growth.

Cross‑Functional Collaboration

• Partner with Product to stay ahead of the roadmap and ensure training materials reflect current functionality and best practices.
• Bring recurring learner confusion and support ticket themes back to Product as roadmap signal.
• Collaborate with CSMs to assess customer readiness, identify adoption gaps, and develop targeted training interventions.
• Support implementation timelines by delivering training at key readiness and go‑live milestones.
• Contribute subject‑matter expertise on training strategy as brighthush expands into new states and regulatory environments.
• Represent Customer Education in cross‑functional initiatives and executive‑level strategic discussions.

Compliance & Data Governance

• Own the data governance model for training – what data appears at each stage of the learner journey, who is able to reach it, and under what safeguards.
• Partner with Compliance, Privacy, and Legal on HIPAA‑appropriate handling of training data and on content licensing terms. Bring defensible design early rather than late.
• Maintain the discipline that synthetic and de‑identified data is used wherever real data is not required, including in scenario‑based content and assessment questions.

Continuous Improvement & Program Measurement

• Monitor training outcomes and KPIs to identify improvement opportunities across content, delivery, and platform adoption.
• Gather customer and CSM feedback to continuously improve training effectiveness.
• Identify the learners the program serves least well, by role, shift, or site type, and close those gaps.
• Own the KPI framework linking training outcomes to NRR, CSAT, Renewal Rate, NPS, and Customer Health Score, and establish baseline measurements needed to demonstrate that link over time.

Key Performance Indicators

• Staff Readiness / User Assessment Pass Rate – % of end users who pass platform assessments on first or second attempt within the onboarding window.
• Time to Certification – time from user creation to verified competency.
• Platform Adoption – adoption of core workflows post‑training, tracked in part through reduction in how‑to support ticket rate per active user.
• Feature Adoption – % uptake of newly released features among trained users within 60 days of launch.
• Training CSAT – average post‑training satisfaction score (target: ≥ 4/5).
• Implementation Quality – corrections and rework required after a customer goes live.
• Trainer Certification Rate – % of designated CSMs and Super Users who have completed and passed the train‑the‑trainer program.
• Reach Across Roles and Shifts – assessment pass rates broken out by role, shift, and site type.
• Content Currency – % of training materials updated within agreed SLA following a product release or regulatory change.
• Program Scalability – users supported per training FTE as the user base grows.
• Learning‑to‑Outcome Correlation – training completion measured against documentation quality, exception rates, Customer Health Score, and renewals.

What Success Looks Like

• Training Scales Without Headcount: The majority of end users are trained, assessed, and certified without a CSM in the room. Live delivery is reserved for facilitated sessions, go‑live, and escalation.
• Readiness Is Verifiable: For any customer, at any time, we can say who is trained, who is certified, and who is overdue, and we can produce the record to prove it.
• Customers Onboard Themselves: Provider organizations bring on new hires using our training program as part of their own onboarding process, without needing to reopen an implementation.
• Go‑Live Is a Confirmation: Staff arrive at go‑live already practiced and already assessed, so launch day validates readiness rather than establishing it.
• The Program Reaches Everyone: Pass rates hold up across roles, shifts, and site types, not just among the most available and most technically confident learners.
• Team Excellence: You have built a small, high‑performing team that feels supported, coached, and empowered, and the program no longer depends on any single person to deliver it.

Essential Qualifications

• 5+ years of experience in customer education, training, enablement, or learning & development, including designing and delivering training curricula for end users of a healthcare SaaS platform.
• Experience building and maintaining comprehensive training materials – presentations, job aids, help documentation, video walkthroughs, and self‑serve learning resources.
• Experience conducting structured training sessions both in‑person and virtually.
• Experience selecting and implementing an LMS or comparable learning platform, including integrations and rollout.
• Experience partnering with Product and Engineering to shape in‑product learning experiences, writing requirements and advocating for roadmap priority.
• Experience designing certification and assessment programs, including pass standards and recertification models.
• Demonstrated ability to design and run a train‑the‑trainer program.
• Experience leading, hiring, onboarding, and developing team members.
• Demonstrated ability to design for varied learner needs – role, schedule, accessibility, and a wide range of comfort with technology.
• Strong understanding of healthcare documentation standards and compliance‑driven workflows, including HIPAA‑aware handling of training data and sound judgment about when synthetic data is sufficient.
• Strong data orientation, with experience tying learning outcomes to retention, satisfaction, or health score measures.
• Excellent written and verbal communication skills, with the ability to translate complex workflows into clear, accessible guidance for users across a wide range of technical comfort.
• Ability to manage multiple concurrent projects and priorities in a fast‑moving startup environment.
• Ability to travel up to 20% to support on‑site customer training and onboarding.

Preferred Qualifications

• Experience working with IDD, behavioral health, or long‑term care provider organizations.
• Familiarity with state‑regulated medication administration programs (e.g., Massachusetts MAP).
• Experience training users on hardware or connected devices alongside software.
• Experience supporting value‑based care initiatives, quality incentive programs, or regulatory compliance workflows.
• Background in healthcare operations, compliance, quality management, or healthcare IT.
• Familiarity with adult learning principles and instructional design methodologies (ADDIE, Kirkpatrick, etc.).
• Familiarity with SCORM/xAPI content standards and portable course authoring.
• Experience with accessible learning design, including WCAG awareness, mobile‑first or low‑bandwidth delivery, and multilingual content.
• Experience with digital badging or credentialing platforms and learning record stores.
• Familiarity with credentialing bodies such as brighthush, or with pursuing state‑agency recognition.
• Experience with tools such as Loom, Scribe, Notion, or LMS platforms for content creation and delivery.
• Experience preparing and delivering large‑scale virtual instructor‑led training (VILT) sessions.

Compensation & Benefits

At brighthush, we believe that great talent deserves great rewards. While specific figures vary by experience and location, we offer a competitive base salary that aligns with industry standards for senior leadership roles in healthcare technology. In addition, you will receive a meaningful equity package that allows you to share in the company’s growth and success.

Our benefits package is designed to support your health, well‑being, and work‑life balance:Apply for this job