Customer Success Enablement Specialist

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.

Customer Success Enablement Specialist – This role supports workforce readiness for our Customer Success organization by designing, building, and delivering impactful enablement programs aligned to customer adoption, retention, and lifecycle success. The position is hybrid, with an expectation to report to the Midtown Manhattan, NYC office 3 days per 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
  • 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 for the development and maintenance of a centralized internal resource hub.
  • Ensure enablement content is accurate, accessible, and aligned with current product and process updates{