Senior Remote Customer Success & Implementation Specialist – Higher Education Digital Learning Solutions & Training at brighthush

Welcome to brighthush – Where Innovation Meets Education

At brighthush, we’re not just a company; we’re a movement that’s reshaping the way higher education institutions connect, teach, and learn. Since our humble beginnings in 1888, we’ve evolved from a traditional publishing house into a global technology partner that delivers data‑rich, evidence‑based digital learning tools to universities, colleges, and community schools worldwide. Our headquarters in New York City sit at the crossroads of academia, research, and tech innovation, while our distributed workforce of 1,001–5,000 employees spans every continent. We believe that learning is a lifelong journey, and we’re committed to providing the resources, support, and community that help students and faculty thrive in an ever‑changing world.

Why brighthush is the Ideal Place for Your Next Career Move

As a Remote Customer Success & Implementation Specialist, you’ll be the linchpin that connects our cutting‑edge products—Connect, SIMnet, GO!, and Sharpen—to the educators and administrators who rely on them. You’ll help institutions unlock the full potential of digital learning, ensuring that every student’s experience is engaging, data‑driven, and transformative. Here’s what makes this role—and brighthush—stand out:

• Impact at Scale – Work with thousands of higher‑education customers, driving measurable improvements in student outcomes and faculty efficiency.
• Fully Remote, Fully Supported – Enjoy the flexibility of a remote position while collaborating with a diverse, global team that values work‑life balance.
• Growth & Development – Access to mentorship, continuous learning, and clear career pathways that let you evolve from a Customer Success Representative to a Senior Success Manager, Implementation Lead, or Product Specialist.
• Competitive Rewards – Base salary, performance‑based incentives, annual bonuses, and a comprehensive benefits package that covers health, wellness, retirement, and professional development.

Key Responsibilities – Your Day‑to‑Day Impact

In this role, you’ll be the primary point of contact for our higher‑education customers, guiding them through the entire implementation lifecycle and ensuring they achieve their learning objectives. Your day‑to‑day tasks will include:

• Product Mastery – Deeply understand the intricacies of brighthush’s digital products—Connect, SIMnet, GO!, Sharpen—and how they integrate with popular Learning Management Systems (LMS) such as Canvas, Blackboard, and Moodle. Translate technical details into actionable insights for customers.
• Evidence‑Based Advocacy – Share research‑backed learning science and instructional design principles. Help faculty and administrators design engaging, effective curricula that leverage our tools.
• CRM Excellence – Use Salesforce and Gainsight to track customer engagement, pipeline velocity, and success metrics. Maintain accurate, up‑to‑date records that inform cross‑functional teams.
• Strategic Partnerships – Collaborate closely with Sales and Customer Success colleagues to assess needs, craft implementation plans, and identify upsell opportunities. Act as a trusted advisor who helps customers realize long‑term value.
• Implementation Leadership – Lead the onboarding process for new and returning customers, ensuring smooth configuration, data migration, and user adoption. Monitor progress against milestones and deliverables.
• Training & Support – Conduct one‑on‑one and group training sessions via Zoom, tailoring content to varying levels of technical proficiency. Provide ongoing support and troubleshooting to resolve issues quickly.
• Customer Advocacy – Serve as the voice of the customer within brighthush, relaying feedback to product, engineering, and support teams. Champion enhancements that improve usability and outcomes.
• Continuous Improvement – Participate in team meetings, strategy calls, and learning & development initiatives. Share insights, best practices, and lessons learned to elevate the overall customer experience.

Essential Qualifications – What We’re Looking For

• U.S. citizenship or lawful permanent residency—authorized to work for any U.S. employer.
• Bachelor’s degree in Education, Instructional Design, Business, or a related field.
• 1–2 years of experience in customer success, implementation, or a similar role focused on software solutions.
• Strong communication and presentation skills, with the ability to convey complex concepts to audiences with diverse technical backgrounds.
• Proven ability to thrive in a remote work environment—self‑motivated, organized, and detail‑oriented.
• Positive, purpose‑driven mindset and a growth orientation that embraces challenges and seeks continuous improvement.
• Experience in higher education—understanding of institutional structures, faculty workflows, and student success metrics.
• Background in instructional design, teaching, or coaching, with a passion for enhancing learning experiences.
• Hands‑on experience with Salesforce and Gainsight, or a strong aptitude for learning new CRM platforms quickly.

Preferred Qualifications – Bonus Points

• Advanced degree (Master’s or Ph.D.) in Education, Learning Sciences, or a related discipline.
• Prior experience with LMS platforms such as Canvas, Blackboard, or Moodle.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) to interpret student engagement metrics.
• Experience leading cross‑functional projects and managing stakeholder expectations.
• Fluency in a second language, particularly Spanish or Mandarin, to support a diverse customer base.

Skills & Competencies – What Makes You Successful

• Customer‑Centricity – Deep empathy for user needs and a relentless focus on delivering value.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Collaboration – Comfortable working with sales, product, engineering, and support teams to achieve shared goals.
• Adaptability – Quick to adjust to changing priorities, new technologies, and evolving customer expectations.
• Project Management – Skilled at planning, executing, and monitoring projects to meet deadlines and quality standards.
• Communication – Clear, concise, and persuasive in both written and verbal formats.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, your professional journey is supported by a robust framework of learning and development. You’ll have access to:

• Structured onboarding programs that immerse you in our product suite, culture, and processes.
• Mentorship from senior Customer Success leaders who provide guidance, feedback, and career advice.
• Regular training sessions on emerging educational technologies, instructional design trends, and data analytics.
• Opportunities to lead cross‑functional initiatives, such as product beta testing, customer advisory boards, or regional workshops.
• Clear career pathways—from Customer Success Representative to Senior Success Manager, Implementation Lead, or Product Specialist—aligned with your interests and strengths.

Work Environment & Company Culture – What It’s Like to Work at brighthush

brighthush fosters a culture that blends innovation, collaboration, and inclusivity. Key cultural pillars include:

• Mission‑Driven – Every team member is connected to our core mission of democratizing education and improving learning outcomes.
• Data‑First – Decisions are informed by robust analytics, ensuring that we deliver measurable impact.
• Inclusive & Diverse – We celebrate diverse perspectives and create an environment where everyone feels valued.
• Agile & Adaptive – We embrace change, iterate quickly, and respond to market needs with agility.
• Work‑Life Balance – Flexible schedules, generous paid time off, and remote work options help you maintain a healthy balance.

Compensation & Benefits – A Comprehensive Rewards Package

While specific figures may vary based on experience and role level, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for remote Customer Success roles.
• Sales incentive plan tied to customer adoption, renewal, and upsell metrics.
• Annual bonus potential based on individual and company performance.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with employer match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to industry conferences, webinars, and certifications.
• Wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend to support a productive home‑office setup.

How to Apply – Take the Next Step in Your Career

If you’re passionate about transforming higher‑education learning experiences, thrive in a remote setting, and are ready to partner with faculty and administrators to unlock the full potential of digital tools, we encourage you to apply today. Join brighthush and help shape the future of education—one student, one faculty member, and one institution at a time.

Ready to take the next step? Submit your application through our careers portal and let’s explore how you can make an impact at brighthush.