Customer Success Enablement Specialist

HHAeXchange•Greater Minneapolis-St. Paul Area, NY

3d•Hybrid

About The Position

HHAeXchange is seeking a Customer Success Enablement Specialist to support workforce readiness for its Customer Success organization. This role involves designing, building, and delivering impactful enablement programs focused on customer adoption, retention, and lifecycle success. The specialist will equip Customer Success teams with the necessary knowledge, skills, tools, and resources to effectively guide customers, strengthen engagement, resolve challenges, and drive long-term value. This is a highly cross-functional role that collaborates closely with Customer Success Leadership, Product, Operations, Customer Experience, and Learning & Development to operationalize scalable enablement initiatives. The goal is to improve team readiness, customer outcomes, and retention success by bridging product knowledge, customer lifecycle strategies, operational workflows, and customer-facing skill development.

Requirements

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.

Nice To Haves

We encourage individuals who are passionate about this role to apply, even if they do not meet all listed requirements.

Responsibilities

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.
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.
Design enablement around: Adoption conversations, Success planning, Renewal readiness, Escalation management, Consultative customer conversations, Risk identification, Health signal interpretation, Expansion opportunity awareness, Stakeholder communication.
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.
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.
Partner with internal teams on 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.
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.
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.