Customer Success Enablement Specialist

Job Description

Job Description

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  

We are seeking a Customer Success Enablement Specialist to support workforce readiness for our Customer Success organization by designing, building, and delivering impactful enablement programs aligned to customer adoption, retention, and lifecycle success.

This role plays a critical part in equipping Customer Success teams with the knowledge, skills, tools, and resources needed to effectively guide customers through adoption, strengthen engagement, resolve challenges, and drive long-term customer value.

The ideal candidate will partner closely with Customer Success Leadership, Product, Operations, Customer Experience, and Learning & Development to operationalize scalable enablement initiatives that improve team readiness, customer outcomes, and retention success.

This is a highly cross-functional role focused on bridging product knowledge, customer lifecycle strategies, operational workflows, and customer-facing skill development to elevate customer success performance.

This is a hybrid position, with an expectation to report to the Midtown Manhattan, NYC office 3 days/week (typically Tues/Wed/Thurs). 

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Customer Success Onboarding and Ramp Enablement

• Partner with Customer Success leadership to identify capability gaps and enablement priorities.
• Design onboarding and ramp programs that accelerate new hire readiness.
• Build role-based learning pathways aligned to customer lifecycle ownership and engagement expectations.
• Develop certification checkpoints and reinforcement programs to strengthen capability growth.

Product Adoption & Customer Lifecycle Enablement

• Partner with Product and cross-functional teams to translate new features, releases, and workflow updates into actionable Customer Success enablement.
• Develop enablement materials including:
  • Adoption playbooks
  • Lifecycle engagement guides
  • Escalation handling frameworks
  • Product messaging guides
  • Customer conversation resources
  • Success planning templates
• Ensure teams are prepared to support product adoption and ongoing customer engagement.

Customer Success Skills Development

Design enablement around:

• Adoption conversations
• Success planning
• Renewal readiness
• Escalation management
• Consultative customer conversations
• Risk identification
• Health signal interpretation
• Expansion opportunity awareness
• Stakeholder communication

Performance Support & Coaching

• Partner with Customer Success managers to reinforce learning through coaching frameworks and performance support.
• Develop tools that help leaders coach effectively and consistently.
• Partner with CS leadership on skill reinforcement and behavioral adoption.

Learning Experience Design & Delivery

• Design and develop engaging learning experiences, including:
  • Instructor-led workshops.
  • eLearning modules.
  • Scenario-based training and role-play exercises.
• Facilitate live and virtual training sessions focused on real-world application.
• Deliver reinforcement programs to support knowledge retention and behavior change.

Content Alignment

• Partner with internal teams the development and maintenance of a centralized internal resource hub.
• Ensure enablement content is accurate, accessible, and aligned with current product and process updates.
• Partner with cross-functional teams to continuously improve content quality and usability.

Program Measurement & Continuous Improvement

• Support reporting and analysis of enablement effectiveness using metrics such as:
  • Time-to-productivity
  • Customer adoption indicators
  • Escalation reduction
  • CSAT/NPS influence
  • Retention support metrics
  • Manager feedback
  • Learner engagement
• Gather insights from stakeholders and frontline teams to continuously improve enablement programs.
• Support alignment of enablement efforts to business goals, including customer adoption and satisfaction.

Learning Technology & Program Operations

• Leverage LMS and learning tools to manage enablement programs, assign learning paths, and track completion.
• Maintain and organize enablement content to ensure ease of access and usability.

• Other duties as assigned by supervisor or HHAeXchange leader.

• Travel 10%-25%, including overnight travel

• Bachelor’s degree in business administration, Education, or a related field.
• 3–5 years of experience in enablement, training, learning and development, or internal education programs within SaaS or technology organizations.
• Experience supporting Customer Success, Account Management, Customer Experience, or post-sale SaaS teams.
• Familiarity with customer lifecycle management concepts.
• Understanding of SaaS adoption and retention strategies.
• Experience enabling customer-facing teams in dynamic environments.
• Proven ability to design and deliver impactful enablement programs that improve performance outcomes.
• Strong instructional design and facilitation skills.
• Experience translating complex product or process information into clear, actionable learning.
• Experience working cross-functionally with Product, Customer Experience, and Operations teams.
• Familiarity with LMS platforms and learning technologies.
• Strong written and verbal communication skills with the ability to facilitate training sessions and present information clearly.
• Highly organized with strong attention to detail and the ability to manage multiple projects in fast-paced environments.
• Demonstrates a high level of integrity, accountability, and collaboration.
• We encourage individuals who are passionate about this role to apply, even if they do not meet all listed requirements.

The base salary range for this US-based, full-time, and exempt position is $90,000 - $100,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.