• The Customer Success Implementation Manager is responsible for accelerating franchisee success through high-touch onboarding and ongoing enablement. • Ensure both new and tenured franchisees adopt Sandler’s systems, tools, and best practices. • Lead franchisee implementation across 10+ core platforms. • Deliver structured onboarding for new owners. • Provide proactive enablement to established franchises who want to scale, modernize, or improve execution. • Develop, update, and maintain onboarding content. • Co-host bi-monthly onboarding cohorts and lead weekly 1:1 onboarding sessions with new franchisees. • Support Initial Training in Baltimore (bi-monthly travel required).

• Act as a hands-on, consultative onboarding specialist to guide new customers from contract signature to fully-functioning through operational set up and historical data completion • Shepherd new Customers through training, account configuration, and deriving solutions to complex issues relating to optimizing their financial operations and workflow across multiple systems • Act as a data expert to help clients migrate their historical data from disparate systems into Maxio by digging deeply into their historical transactions, manipulating the data, and preparing it for use in the Maxio platform • Act as a reporting & analytics expert to create financial clarity for customers, guiding them in analyzing the performance of their business • Work comfortably and credibly with dynamic CEOs, CFOs, and accounting staff in high growth, emerging SaaS businesses • Provide Maxio product expertise across the following areas: subscription analytics, revenue recognition accounting, invoicing processes and payments processes. • Help customers achieve their desired business outcomes while also driving customer accountability to complete onboarding projects in a timely manner • Establish new customers as passionate champions for Maxio because of their satisfaction with our product, processes and people • Strive to continuously improve skills and demonstrate a willingness to learn and establish best practices

• Own technical implementation from kickoff to go-live for assigned customers, ensuring timelines and quality standards are met. • Conduct integration workshops to define payment flows, FX needs, and compliance obligations while building trust through clear communication. • Configure Convera APIs, webhooks, and authentication methods (OAuth2, PKI) for customer environments with attention to detail and accuracy. • Support ERP and treasury system integrations (SAP, Oracle NetSuite, Microsoft Dynamics, etc.) for payment initiation and reconciliation. • Deliver technical documentation, integration guides, solution briefs, solution runbooks, and configuration checklists that enable smooth onboarding. • Validate compliance requirements including KYC, KYB, AML, PCI DSS, and data protection standards. • Integrate and onboard customers on global payment standards and rails such as ISO 20022, SWIFT, ACH, SEPA, and RTP. • Troubleshoot integration issues and coordinate fixes with internal engineering teams while managing customer expectations. • Track implementation milestones and report progress to internal and external stakeholders with transparency. • Communicate technical concepts clearly in English, Spanish, and Brazilian Portuguese and adapt messaging for technical and non-technical audiences. • Manage conflicts and competing priorities by applying negotiation skills and driving consensus across teams.

• Lead Client Implementations & Pilots • Own the end-to-end delivery for new client integrations and solution pilots. • Translate business use cases into detailed solution plans. • Lead implementations for integrations with client systems including CRM (e.g., Salesforce), Electronic Medical Records (EMRs), and data platforms via APIs, CSVs, Smart on FHIR, and other standards • Coordinate with rest of the customer enablement, internal engineering and product teams to ensure timely, scalable integration rollouts. • Manage multiple concurrent client implementations with structured delivery methodology and clear communication. • Track milestones, risks, and deliverables to ensure predictable outcomes. • Capture learnings and contribute to continuous improvement of the implementation playbook. • Act as a consultative partner to Big Pharma, Specialty Pharmacy, Pharm Hubs, Payor and Provider clients; provide clear guidance on system capabilities, integration strategies, and best practices. • Lead technical client conversations and working sessions, representing Infinitus as a domain expert. • Support customers through design, build, QA, UAT, go-Live and hypercare cycles, proactively troubleshooting issues and ensuring client readiness for launch.