Customer Training & Success Manager (Remote)

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.

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. 

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

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. 

• 3–5 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. 

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 computer and 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 $84,000 and $105,000 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 growth. In 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 Friday’s 
• Discounts on travel, entertainment, home/pet/car insurance 

To learn more about Lingraphica, visit: www.lingraphica.com!

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.