Implementation & Training Specialist
About the role
We're hiring an Implementation & Training Specialist to lead customer onboarding, site activation, and clinician training across our expanding network of healthcare partners. Reporting to the VP of Customer Success, you'll play a key role in ensuring a seamless and successful customer launch experience.
Responsibilities
Own the onboarding process for new customers from signed agreement through burn-in.
Plan and lead go-live activities, including technical setup, workflow alignment, and training coordination.
Deliver both in-person and virtual training sessions for clinicians, therapists, and staff.
Ensure each site achieves key early metrics (user activation, scan completion, workflow confidence).
Track readiness and progress through internal checklists, reports, and status updates.
Monitor early utilization data and identify trends, risks, and opportunities during burn-in.
Partner closely with the VP of CS to document early success stories and surface learnings from pilots.
Transition mature accounts smoothly to long-term CSM ownership, ensuring continuity of relationships and context.
Deliver follow-up trainings and workflow refinements to ensure customers continue to use Exer effectively and efficiently through burn-in.
Support the Customer Success team by maintaining customer coverage and contributing as needed across ongoing initiatives and day-to-day operations.
Requirements
3-5+ years of experience in Implementation, Customer Success, or Clinical Training, ideally in a healthcare or digital health environment.
Background in a clinical or patient-care setting (e.g., Physical Therapy, Occupational Therapy, Athletic Training, or related healthcare field).
Demonstrated ability to manage multiple implementations simultaneously while maintaining high responsiveness, visibility, and operational follow-through.
Highly organized professional who proactively communicates priorities, risks, and status updates across internal and customer teams.
Excellent communication and presentation skills; comfortable leading both small and large group trainings.
Strong operational and organizational skills with a bias toward follow-through and attention to detail.
Self-starter who thrives in a fast-paced, startup environment, balancing structure with adaptability.
Willingness to travel up to 30-40% for onsite trainings, pilot activations, and workflow optimization visits.
Preferred Qualifications
Clinical background or certification (e.g., PT, OT, ATC, nursing) with experience in digital health or technology-enabled care.
Prior experience implementing or training on clinical technology solutions (e.g., EMRs, remote monitoring, or AI-driven tools).
Familiarity with HubSpot, Metabase, or similar systems.
Experience working in a startup or high-growth healthcare organization with a hands-on, solutions-oriented mindset.
Passion for bridging technology and clinical care to improve patient outcomes and operational efficiency.