• Guide marina customers through product configuration, system integration, and go-live readiness • Migrate and configure customer data including rates, inventory, contracts, and dock maps • Configure POS systems and modular features (Service, Rentals, Fuel, etc.) based on marina operational needs • Manage implementation project timelines, ensuring on-time go-lives and minimal customer friction • Tailor onboarding experience to customer size, complexity, and technical sophistication • Conduct training sessions focused on product adoption and operational success across various user roles • Create and continuously improve training materials, onboarding documentation, and Help Center content • Deliver clear, effective training on product best practices for marina staff at all technical levels • Develop customer-facing resources that reduce support burden and enable self-service learning • Identify knowledge gaps and build enablement assets to address recurring customer questions • Work closely with Product, Sales, and Support teams to address implementation challenges and align messaging • Collect and synthesize customer feedback during onboarding to influence product improvements and roadmap priorities • Partner with Sales during handoff to ensure implementation expectations align with what was sold • Collaborate with Marina Success Managers to create smooth transitions from implementation to ongoing support • Manage multiple implementations simultaneously while maintaining quality and attention to detail • Build and refine implementation playbooks for different customer segments and product tiers • Identify patterns in implementation challenges and recommend process improvements • Contribute to scaling implementation operations as customer volume grows.

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

• Take signed hospital agreements and convert them into active, high-quality clinical pilots • Lead end-to-end on-site deployment of CerviSense at each assigned hospital • Coordinate with Principal Investigators and their clinical teams to define workflows, patient selection criteria, and data collection procedures • Train midwives, obstetricians, and nursing staff; ensure consistent application technique across all operators • Troubleshoot device and application issues in real time • Ensure data quality meets the standards required for normative curve construction and peer-reviewed publication • Build clinical adoption — your KPI is not installation, it is that the device becomes part of the routine workflow • Provide structured field feedback to product, clinical affairs, and regulatory teams

• Project management • Train new and existing customers to use our logistics software • Analyze customers’ routing and scheduling operations to determine the best use of our software and services • Implement tools and verify customer data required to perform logistics services • Provide post-implementation support