Implementation & Training Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the onboarding process for new customers from the moment the agreement is signed through the burn-in phase.

• Organize and oversee go-live activities, which include technical setup, workflow alignment, and coordination of training sessions.

• Provide both in-person and virtual training sessions for clinicians, therapists, and staff. Ensure that each site meets critical early metrics such as user activation, scan completion, and workflow confidence.

• Monitor readiness and progress using internal checklists, reports, and status updates.

• Analyze early utilization data to identify trends, risks, and opportunities during the burn-in period.

• Collaborate closely with the VP of Customer Success to document initial success stories and capture insights from pilot programs.

• Ensure a seamless transition of mature accounts to long-term Customer Success Manager ownership, maintaining continuity in relationships and context.

• Provide follow-up training sessions and refine workflows to help customers utilize Exer effectively and efficiently throughout the burn-in phase.

• Assist the Customer Success team by ensuring customer coverage and contributing as needed to ongoing initiatives and daily operations. Success in this role demands a team-oriented mentality, strong communication skills, and a readiness to assist beyond defined responsibilities when necessary.

• Maintain comprehensive documentation for each onboarding stage and customer milestone.

• Aid in the standardization of onboarding playbooks, training templates, and implementation guides.

• Gather and share feedback on implementations and training insights with the Customer Success team to promote continuous improvement and customer engagement strategies.

• Facilitate data-driven decision-making by tracking metrics such as time-to-launch, user activation, and training completion within Customer Success processes.

• Coordinate with Sales and the Customer Success team to ensure alignment on scope and site expectations prior to kickoff.

• Work closely with internal teams through Customer Success to address implementation challenges and streamline workflows.

• Present customer feedback and implementation insights to internal teams to support ongoing product and workflow enhancements.

⛳️ Requirements

• 3–5+ years of experience in Implementation, Customer Success, or Clinical Training, preferably in a healthcare or digital health context.

• Experience in a clinical or patient-care environment (e.g., Physical Therapy, Occupational Therapy, Athletic Training, or related healthcare field).

• Proven ability to manage multiple implementations at once while maintaining a high level of responsiveness, visibility, and operational follow-through.

• Highly organized individual who proactively communicates priorities, risks, and status updates across both internal and customer teams.

• Exceptional communication and presentation skills, comfortable leading both small and large group training sessions.

• Strong operational and organizational capabilities with a focus on follow-through and attention to detail.

• Motivated self-starter who excels in a fast-paced startup environment, balancing structure with flexibility.

• Comfortable working in dynamic environments where priorities may change quickly and proactive communication is vital.

• Willingness to travel up to 30-40% for onsite training sessions, pilot activations, and workflow optimization visits. Travel responsibilities may include managing onsite customer support, delivering training, and coordinating with multiple stakeholders while ensuring strong communication and alignment with the broader Customer Success team.

🏝️ Benefits

• Gym and studio memberships: We’re an active team that enjoys movement. Whether you’re just starting or are a seasoned athlete, we believe movement is essential for everyone’s wellness. We’ll cover your gym or studio membership (if you’re still attending)...or your virtual classes, and offer various fun opportunities to explore different activities. It’s all part of our research!

• Open Vacation Policy: We acknowledge all the usual holidays and encourage individuals to take time off when needed. We don't focus on counting vacation days as long as tasks are completed, so we’ve eliminated that requirement—you can take the time you need when you need it.

• Paid Parental Leave: With family and self-care as core values, we provide fully paid time off for 12 weeks.

• Medical, Dental, and Vision Insurance: We offer comprehensive healthcare coverage for employees, with Exer covering 100% of the premiums.