• Own end-to-end onboarding for new client companies, adapting onboarding approaches based on client size, region, and operational complexity • Set companies up for success by supporting crew uploads and getting seafarers invited to the platform • Coordinate with client teams to support and manage early payment runs on the platform • Actively drive clients through the onboarding funnel from “signed” to “fully live” usage, taking ownership of momentum and outcomes • Proactively engage clients who are stalled or partially rolled out • Support seafarers through mobile app setup, wallet activation, and KYC • Provide clear, patient guidance to non-technical users across regions and time zones • Handle onboarding-related questions and issues during rollout, ensuring a smooth first experience with the platform • Document and standardise onboarding processes as the platform and customer base grow • Identify onboarding friction and work closely with Product to improve self-service and assisted flows • Comfortable supporting high-volume onboarding across multiple time zones, often with many concurrent rollouts. • Work closely with Product, Ops, and Compliance as we scale onboarding in a regulated environment • Help shape a scalable onboarding function aligned with post-acquisition growth, with the potential to expand the function over time

• Guide new Enterprise Plan customers through the onboarding process, helping them define success and build initial use cases • Run tailored onboarding sessions that focus on product education, workflow setup, and early wins • Collaborate with Account Executives and Customer Success Managers to ensure a seamless handoff and cohesive customer journey • Track onboarding progress, usage data, and engagement signals to manage timelines and flag potential risks proactively • Document and scale onboarding processes that support repeatability and efficiency • Advocate for the voice of the customer internally, sharing feedback with Product, Support, and other teams

• Oversee and manage a team of outreach and intake associates including, but not limited to: Training, onboarding and people management • Building processes in collaboration with Client Success to operationalize custom workflows for new clients • Delegation of tasks and responsibilities • Performance management and evaluations • Commission tracking • Dialer system and CRM / Google Sheets optimization • Sales coaching and development • Ensure compliance with client and CMS standards across all workflows • Ensure quality of each caller interaction in alignment with Isaac Health’s standards • Manage service level agreements (SLAs) and performance metrics including but not limited to: Managing individual campaign staffing • Tracking agreed-upon client metrics in collaboration with Client Success • Ensuring accuracy and compliance with all new patient workflows • Reporting on KPIs, including cancellation and conversion rates

• Guide customers through the adoption of Mangomint by managing their onboarding journey, documenting goals, providing product training via virtual meetings, and configuring their accounts for a smooth rollout • Leverage beauty/wellness industry knowledge to provide relevant guidance and build credibility with business owners • Identify and focus on accounts showing clear activation potential, investing energy where there's highest engagement • Connect Mangomint features directly to customer pain points and business goals • Confidently position Mangomint Payment Processing as a core part of activation, connecting it directly to customer business goals • Create tailored onboarding plans that prioritize the most valuable features first • Collaborate with cross-functional teams, including engineering, product, sales, and marketing, to continuously improve the onboarding experience and address customer feedback