Senior Global Customer Education Leader – Design, Delivery & Scaling of 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?

The healthcare technology landscape is evolving at breakneck speed, and the ability to educate and empower users is as critical as the product itself. As the Senior Global Customer Education Leader, you will become the architect of a learning ecosystem that scales with our expanding 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 seeking an experienced Senior Customer Education Leader to own and scale the training program across our entire customer portfolio. 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 a model where training is 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 Leader, 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.
• Integrate the LMS with brighthush’s SaaS platform to enable in‑product learning nudges, contextual help, and real‑time progress tracking.

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 Net Revenue Retention (NRR), CSAT, Renewal Rate, NPS, and Customer Health Score, and establish baseline measurements needed to demonstrate that link over time.

Key Performance Indicators (KPIs)

• 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 curricula for end users of a healthcare SaaS platform.
• Proven track record building and maintaining comprehensive training assets – presentations, job aids, help documentation, video walkthroughs, and self‑serve learning resources.
• Demonstrated ability to conduct structured training sessions both in‑person and virtually for diverse audiences.
• Hands‑on experience selecting, configuring, and rolling out an LMS or comparable learning platform, including integrations with other enterprise systems.
• Experience partnering with Product and Engineering to shape in‑product learning experiences, writing requirements and advocating for roadmap priority.
• Expertise designing certification and assessment programs, establishing pass standards, recertification cycles, and remediation pathways.
• Successful history designing and running a train‑the‑trainer program that scales knowledge transfer across internal and external stakeholders.
• Leadership experience – hiring, onboarding, coaching, and developing high‑performing teams.
• Deep understanding of varied learner needs – role, schedule, accessibility, and differing comfort levels with technology.
• Strong grasp of healthcare documentation standards and compliance‑driven workflows, including HIPAA‑aware handling of training data and judicious use of synthetic data.
• Data‑oriented mindset with experience tying learning outcomes to retention, satisfaction, or health‑score metrics.
• Exceptional written and verbal communication skills; ability to translate complex clinical and technical workflows into clear, accessible guidance.
• Ability to manage multiple concurrent projects and priorities in a fast‑moving startup environment.
• Willingness to travel up to 20% to support on‑site customer training and onboarding.

Preferred Qualifications

• Direct experience working with IDD, behavioral health, or long‑term care provider organizations.
• Familiarity with state‑regulated medication administration programs (e.g., Massachusetts MAP) and related compliance frameworks.
• Experience training users on hardware or connected devices alongside software applications.
• Background supporting value‑based care initiatives, quality incentive programs, or regulatory compliance workflows.
• Professional experience in healthcare operations, compliance, quality management, or healthcare IT.
• Knowledge of adult learning principles and instructional design methodologies such as ADDIE, Kirkpatrick, or Bloom’s taxonomy.
• Technical familiarity with SCORM/xAPI standards, portable course authoring tools, and learning record stores.
• Experience designing accessible learning experiences (WCAG compliance, mobile‑first delivery, low‑bandwidth options, multilingual content).
• Hands‑on work with digital badging or credentialing platforms and the ability to integrate them into a broader learning ecosystem.
• Awareness of credentialing bodies and state‑agency recognition processes relevant to healthcare education.
• Proficiency with content creation tools such as Loom, Scribe, Notion, Camtasia, or similar LMS authoring environments.
• Experience delivering large‑scale virtual instructor‑led training (VILT) sessions to audiences of 100+ participants.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture of learning ecosystems and translate that vision into actionable roadmaps.
• Instructional Design: Mastery of curriculum development, micro‑learning, scenario‑based training, and assessment design.
• Technology Savvy: Comfort with LMS platforms, API integrations, analytics dashboards, and emerging learning technologies.
• Data‑Driven Decision Making: Proficiency in interpreting usage data, assessment results, and customer feedback to iterate on programs.
• Cross‑Functional Influence: Proven ability to partner with Product, Engineering, Compliance, and Sales to align education with business goals.
• Change Management: Experience guiding organizations through cultural shifts from instructor‑led to self‑service learning models.
• People Leadership: Talent for recruiting, coaching, and retaining high‑performing team members in a remote or hybrid environment.
• Communication Excellence: Clear, concise, and empathetic communication style that resonates with clinical, operational, and executive audiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As the Senior Global Customer Education Leader you will:

• Shape the learning strategy for a rapidly scaling healthcare SaaS business, positioning Apply for this job