Customer Training & Success Manager (Remote)

Company Description

Lingraphica is a mission-driven organization that provides speech-generating devices and therapy software to help improve communication, speech, and quality of life for people with communication challenges. Our Agile Delivery Leads ensure that empowered cross-functional teams are set up for success, consistently delivering high-quality outcomes that align with business goals and provide meaningful value to our users.

Job Description

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 on post-sale device training: helping customers and caregivers understand both the mechanics of device use and how to apply it in their daily lives. 

The Manager will also play a key role in shaping Lingraphica’s 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 of playbooks and curriculum that allow trainers to “meet people where they are,” adapting training to each customer’s 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 an adaptable training program that 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 the mechanics of device use and how to apply it in daily life. 

• Document all customer interactions and outcomes in the CRM. 

Curriculum & Content Development 

• Develop training playbooks and curriculum that 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 as a voice of the customer by 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 is adaptable 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. 

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