Customer Training & Success Manager (Remote)

Purpose 

The Customer Training & Success Manager ensures that every new Lingraphica customer (both the person with communication challenges (PWCC) and their care partners) has the knowledge and confidence to use their device successfully. This role focuses onpost-sale device training: helping customers and caregivers understand both themechanics of device use and how to apply it in their daily lives. 

The Manager will also play a key role inshaping Lingraphicas broader Customer Training & Success program partnering with Product Sales and Marketing to align strategy content and messaging across the full customer journey. They will contribute to the creation ofplaybooks and curriculumthat allow trainers to meet people where they are adapting training to each customers knowledge base persona and goals and support internal training efforts to ensure Lingraphica staff and trainers are equipped to deliver those experiences consistently. 

Essential Duties & Responsibilities 

Customer Training & Success 

• Proactively reach out to all new customers post-sale to introduce and offer device training. 

• Deliver one-on-one and small group training for PWCCs and care partners tailored to their needs and comfort with technology. 

• Facilitate group training sessions through the Lingraphica Device Users Community. 

• Provide anadaptable training programthat meets customers where they are whether they need just one session to get started or ongoing check-ins to build confidence over time. 

• Focus training on both themechanics of device use and how to apply it in daily life. 

• Document all customer interactions and outcomes in the CRM. 

Curriculum & Content Development 

• Developtraining playbooks and curriculumthat address different personas and knowledge levels ensuring content builds on what customers have already learned. 

• Create blended learning experiences including videos webinars and in-product tools (e.g. tool tips guided walkthroughs) to complement live training. 

• Contribute to and manage knowledge resources (e.g. Tettra articles) to ensure training materials are accurate consistent and accessible. 

• Create scalable device training materials for internal new hires(e.g. videos documentation) and establish a plan to keep these resources up to date as products and processes evolve. 

Cross-Functional Collaboration & Program Development 

• Partner with Product Sales and Marketing to define a cohesive training strategy that is consistent across touchpoints and aligned with company goals value proposition and brand positioning. 

• Work with Product Managers to track common training requests and translate them into in-product solutions or feature improvements. 

• Provide input asa voice of the customerby sharing training insights that clarify user needs and pain points. 

• Collaborate with Support and Product to analyze training effectiveness and adoption metrics identifying opportunities to improve engagement and reduce device abandonment. 

May be assigned to other projects and duties as needed. 

Success in This Role Looks Like 

• Every new customer receives proactive high-quality post-sale outreach and training. 

• Training isadaptable to individual needs from a single session to ongoing support. 

• Playbooks and curriculum support both live and self-guided learning tailored to customer personas. 

• Blended learning resources reduce reliance on repeated live training while improving adoption and confidence. 

• Training insights are systematically captured and funneled into product discovery and continuous improvement. 

• A clear framework exists for aligning Product Sales and Marketing on the customer training journey with the Manager facilitating collaboration and ensuring consistent messaging. 

• New hires have access to up-to-date scalable device training resources that accelerate their onboarding and effectiveness. 

• Customers and caregivers not only learn how to use the device but also feel confident applying it in daily life. 

Qualifications :

Education & Experience 

• Experience as a Speech-Language Pathologist or SLPA preferred but not required. 

• ATP certification and/or Supported Conversation for Adults with Aphasia (SCA) preferred. 

• 35 years of experience providing AAC training clinical instruction or related teaching/coaching experience. 

• Experience developing blended learning content curriculum or knowledge resources a plus. 

• Familiarity with CRM tools (e.g. HubSpot) and proficiency with Microsoft Office. 

 Knowledge Skills & Abilities 

• Expertise in AAC and communication partner training. 

• Bilingual strongly preferred (English/Spanish). 

• Strong ability to deliver clear empathetic and practical device instruction to both individuals and groups. 

• Skilled at tailoring training to different learning styles personas and knowledge levels. 

• Ability to translate complex product functionality into simple engaging training. 

• Creativity in adapting training to diverse customer needs. 

• Comfort with developing multimedia training content (videos guides presentations). 

• Collaborative mindset with the ability to partner across Product Sales and Marketing. 

• Strong communication skills with the ability to translate complex information into simple actionable guidance. 

• Organized and proactive with a focus on continuous improvement. 

Additional Information :

Travel Requirements:

Travel may be required to 2-3 times per year for in-person team meetings all-company meetings and occasional conferences.   

Work Environment & Physical Demands: 

In this role individual works from home and is expected to maintain a safe productive work environment with secure internet access.  Must be able to operate a computerand video conference technology with or without a reasonable accommodation.   

Accommodations: 

To perform this job successfully an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge skills and/or ability abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Lingraphica and Pay Transparency:  

At Lingraphica we are committed to fair and equitable compensation practices. The starting salary range for this position is $84000 and $105000 per year. Placement in the starting pay is based on factors such as experience skills education and internal equity. We regularly review our compensation structures to ensure they align with industry standards promote fairness and support career addition to competitive base pay we offer a comprehensive benefits package and a commitment to fostering an inclusive and supportive workplace. We encourage open conversations about compensation and are dedicated to maintaining transparency throughout the hiring process. 

• Paid Time Off (sick personal and vacation) 
• Paid Company Holidays 
• 401(k) Retirement Plan and Contribution 
• Medical/Dental/Vision benefits with FSA HSA & Dependent care options 
• Employer Paid Life Insurance  
• Voluntary benefits such as Short- and Long-Term Disability Critical Illness Hospital Indemnity and AD & D insurance 
• Stipends for health and wellness home office setup and professional development  
• Paid Family Leave 
• Annual bonus program 
• Annual merit increases 
• Year-Round Flex Fridays 
• Discounts on travel entertainment home/pet/car insurance 

To learn more about Lingraphica visit: !

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.

Remote Work :

Yes

Employment Type :

Full-time