Implementation & Training Specialist

About Exer

Exer is a Clinical AI platform that turns motion into actionable insights for precision care without the need for wearables or sensors. By delivering objective, real-time motion assessments from anywhere (in-clinic, telehealth, or at-home), clinicians gain a powerful tool to inform their treatment plans and monitor patients. Backed by leading investors and trusted by top-tier healthcare organizations, we’re growing fast and looking for passionate team members to help us scale our impact. Learn more at exerai.com. 

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, from initial setup and workflow planning to live training and early adoption support.

This is a high-impact, customer-facing role ideal for someone with a background in physical therapy, occupational therapy, healthcare operations, or healthcare technology who enjoys teaching, problem-solving, and collaborating closely with clinical teams. You’ll serve as the hands-on connection between our technology and its real-world use, helping providers and staff feel confident, supported, and ready to integrate Exer into their care delivery.

This role is part of the Customer Success team and is responsible for executing customer onboarding and implementation activities in alignment with Customer Success priorities, timelines, and operational processes. We operate as a highly collaborative, team-first organization with a strong culture of shared ownership, cross-functional partnership, and customer coverage. Success in this role requires proactive communication, comfort with frequent handoffs and coordination across teams, and a willingness to step in wherever needed to support both customers and teammates.

This is a highly hands-on, execution-focused role requiring strong organization, responsiveness, operational follow-through, and the ability to manage multiple moving priorities in a fast-paced startup environment.

This position is remote (Central or East Coast preferred) and includes travel up to 30-40% for onsite trainings, implementations, pilot activations, and workflow optimization sessions. Actual travel may vary depending on your location and could be significantly reduced if you're based near major customer sites.

Key Responsibilities

Onboarding & Implementation

• 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.

Early Adoption & Customer Success

• 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. Success in this role requires a team-first mindset, strong communication, and a willingness to step in and help beyond defined responsibilities when needed.

Operational Excellence

• Maintain detailed documentation on each onboarding phase and customer milestone.
• Help standardize onboarding playbooks, training templates, and implementation guides.
• Capture and share implementation feedback and training insights with the Customer Success team to inform continuous improvement and customer engagement strategies.
• Support data-driven decision-making by tracking time-to-launch, user activation, and training completion metrics within CS processes.

Cross-Functional Collaboration

• Coordinate with Sales and the Customer Success team to align on scope and site expectations prior to kickoff.
• Collaborate closely with internal teams through Customer Success to help resolve implementation issues and streamline workflows.
• Surface customer feedback and implementation insights to internal teams to support continuous product and workflow improvements.

Tools We Use

• Slack for internal collaboration
• Zoom for customer and team meetings
• HubSpot as our CRM
• Metabase for reporting and insights
• Google Workspace for documentation and planning

Required Qualifications

• 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.
• Comfort operating in evolving environments where priorities may shift quickly and proactive communication is essential.
• Willingness to travel up to 30-40% for onsite trainings, pilot activations, and workflow optimization visits. Travel may involve managing onsite customer support, training delivery, and coordination across multiple stakeholders while maintaining strong communication and alignment with the broader Customer Success team.

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.

What to Expect from the Interview Process

Our interview process is designed to be thoughtful, transparent, and conversational. Here’s what you can expect:

• An initial call with the hiring manager (VP of Customer Success)
• Virtual interviews with key members of the team
• A potential in-person conversation, depending on location and mutual fit

Why Join Us

• Help bring cutting-edge, AI-driven healthcare solutions to life
• Join a mission-driven, growth-stage company committed to delivering clinical value
• Work closely with experienced leadership and high-impact healthcare customers
• Competitive compensation and benefits, with opportunities for long-term growth

Benefits

Gym and studio memberships: We’re an active group that likes to get up and move. Some of us are just starting out, some of us are pro level athletes, but regardless of ability we believe that movement is important to everyone’s well-being. We’ll pay for your gym or studio membership (if you're still going)...or for your virtual classes and also offer lots of other fun opportunities to test different things out. It’s research!

Open Vacation Policy: We celebrate all the usual holidays and support people taking time for themselves when they need it. We’re not super big into counting vacation days as long as people get their stuff done, so we did away with them and you can take the time you need when you need it.

Paid Parental Leave: Family and self-first is one of our core values, so we offer fully paid time off for 12 weeks.

Medical, Dental, and Vision Insurance: We offer comprehensive health care for employees, with 100% of premiums paid by Exer.

Exer Labs is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Exer seeks and celebrates diversity and ensures an inclusive, respectful environment for all employees.**

*Minimum Salary $65,000

Exer offers a hybrid office policy. Our Denver office currently welcomes all vaccinated team members. To ensure the health and safety of our employees, proof of vaccination is required to work in and visit our office but it is not required as an employee of Exer.