Senior Remote Faculty Support Lead – Customer Success & Higher Education Engagement – Champion Faculty Success at brighthush

About brighthush

brighthush is a global pioneer in educational technology, dedicated to transforming learning experiences for students, educators, and institutions worldwide. With a portfolio that spans interactive courseware, adaptive learning platforms, and data‑driven analytics, brighthush empowers higher education partners to deliver engaging, personalized, and outcomes‑focused instruction. Our mission is simple: to illuminate the path to academic excellence for every learner, anywhere, anytime.

As a remote‑first organization, brighthush champions flexibility, collaboration, and innovation. We invest heavily in our people, offering continuous learning opportunities, mentorship programs, and a culture that celebrates curiosity, resilience, and a customer‑first mindset. If you’re passionate about education, thrive in a fast‑moving environment, and want to make a tangible impact on faculty success, brighthush is the place for you.

Position Overview

We are seeking an experienced Senior Remote Faculty Support Lead – Customer Success to join our Higher Education team. In this role, you will be the linchpin between faculty, internal stakeholders, and our product teams, ensuring that educators receive the support they need to maximize the value of brighthush’s courseware. You will coach and mentor Faculty Support Associates, manage escalations, oversee course builds, and collaborate with cross‑functional teams to drive adoption and satisfaction across high‑profile accounts.

Key Responsibilities

• Lead and Coach Faculty Support Associates: Provide day‑to‑day guidance, performance feedback, and professional development to a team of support specialists, fostering a culture of continuous improvement and high service standards.
• Escalation Management: Serve as the primary point of contact for complex, high‑impact support tickets, coordinating with product, engineering, and content teams to deliver timely, effective resolutions.
• Course Build Oversight: Manage the end‑to‑end process of course creation and deployment for high‑adoption accounts, ensuring alignment with institutional goals, technical requirements, and quality benchmarks.
• Account Engagement: Build and maintain strong relationships with faculty and administrators in key accounts, proactively identifying opportunities for upsell, cross‑sell, and deeper integration of brighthush solutions.
• Cross‑Functional Collaboration: Partner with Sales, Product, Marketing, and Implementation teams to align on account strategies, feature roadmaps, and customer success initiatives.
• Data‑Driven Insights: Analyze support metrics, usage data, and customer feedback to identify trends, inform process improvements, and report on key performance indicators to senior leadership.
• Travel & On‑Site Support: Travel occasionally (up to 10% of the time) to client sites for workshops, training sessions, and strategic meetings, representing brighthush with professionalism and enthusiasm.
• Continuous Process Improvement: Identify bottlenecks, propose enhancements, and implement best practices across the faculty support function to increase efficiency and satisfaction.
• Documentation & Knowledge Base: Contribute to the creation and maintenance of internal knowledge bases, FAQs, and training materials to empower both support staff and end users.

Essential Qualifications

• Minimum of 2 years of experience in a customer success, technical support, or account management role within the higher education or ed‑tech sector.
• Proven track record of managing escalated support cases and driving successful outcomes for faculty and institutional stakeholders.
• Strong leadership skills with experience coaching or managing a team of support specialists.
• Excellent written and verbal communication abilities, with the capacity to translate complex technical concepts into clear, actionable guidance for educators.
• Demonstrated proficiency in remote collaboration tools (e.g., Zoom, Teams, Slack) and ticketing systems (e.g., Zendesk, ServiceNow).
• Self‑motivated, highly organized, and able to juggle multiple priorities in a fast‑paced, remote environment.
• Customer‑first mindset, with a genuine passion for helping faculty succeed and students thrive.

Preferred Qualifications

• Experience working with learning management systems (LMS) such as Canvas, Blackboard, or Moodle.
• Background in instructional design or curriculum development.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) and the ability to translate data into actionable insights.
• Previous experience in a remote‑first organization, demonstrating adaptability and self‑discipline.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus, especially for supporting international institutions.

Skills & Competencies

• Customer Success Expertise: Deep understanding of the higher education ecosystem, faculty pain points, and success metrics.
• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing support teams.
• Problem‑Solving: Strong analytical skills to diagnose issues, identify root causes, and implement sustainable solutions.
• Project Management: Experience managing multiple concurrent projects, setting realistic timelines, and ensuring deliverables are met.
• Collaboration: Comfortable working cross‑functionally with product, engineering, sales, and marketing to align on goals and initiatives.
• Communication: Exceptional interpersonal skills, with the ability to communicate complex ideas clearly to diverse audiences.
• Adaptability: Thrives in a dynamic environment, quickly adjusting to new priorities and technologies.
• Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and reports to inform strategy.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Faculty Support Lead, you will:

• Participate in a structured mentorship program, pairing you with senior leaders across the organization.
• Access a robust learning portal featuring courses on instructional design, data analytics, leadership, and emerging ed‑tech trends.
• Attend quarterly innovation workshops where you can propose new features, share insights, and influence product direction.
• Earn certifications in customer success management, project management (PMP, Agile), and LMS administration.
• Be considered for advancement into senior customer success roles, product management, or higher‑level leadership positions.

Work Environment & Company Culture

brighthush’s culture is built on four pillars: Innovation, Collaboration, Inclusion, and Impact. We celebrate diverse perspectives, encourage creative problem‑solving, and reward results that drive real change in education.

• Remote‑First Flexibility: Work from anywhere with a reliable internet connection, while staying connected through virtual town halls, team stand‑ups, and social events.
• Inclusive Community: A vibrant employee resource group network supports underrepresented voices and fosters belonging.
• Wellness & Work‑Life Balance: Generous paid time off, mental health resources, and flexible scheduling help you recharge and stay productive.
• Recognition & Rewards: Quarterly awards, spot bonuses, and public shout‑outs celebrate individual and team achievements.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for remote customer success leaders.
• Performance‑based bonuses tied to customer satisfaction, retention, and adoption metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) and flexible holiday scheduling.
• Professional development stipend and tuition reimbursement for relevant courses.
• Access to wellness programs, including virtual fitness classes and mental health counseling.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.

How to Apply

If you’re ready to lead a high‑impact customer success team, champion faculty success, and help shape the future of higher education, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Join brighthush and be part of a mission‑driven organization that is redefining learning for the next generation.

Apply today and start your journey with brighthush – where your expertise meets purpose, and your career takes flight.