A hybrid Customer Success role at HHAeXchange.
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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.
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
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
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
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.
Required Education, Experience, Certifications and Skills
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.
HHAeXchange
Customer Success
31 open roles on Sydicom
HHAeXchange develops comprehensive software solutions for the homecare industry. Their platform connects payers and providers to streamline the management of homecare services, aiming to improve operational efficiency and compliance.
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