Customer Success Enablement Specialist

Essential Job Duties

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 Job Duties

Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

Travel 10%-25%, including overnight travel

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.