Customer Onboarding & Implementation Specialist (Fitness Tech) (Remote)

DXFactor LLC • Remote • 3w ago

Location: Remote (US)

About Us:

At DXFactor, we’re redefining how the Fitness & Wellness industry operates — not with dashboards, but with intelligent AI agents that drive real, measurable outcomes. Our AI MAP (AI Micro Agentic Platform) is a growing ecosystem of agents built to solve specific problems across member growth, operational efficiency, and member experience. With over $2B in outcomes and deep integration with leading fitness platforms, we’re building the new operating system for modern fitness businesses.

About the Role:
We’re looking for a proactive, people-oriented Customer Onboarding & Implementation Specialist to lead new customers through a smooth and successful start with our Click2Save and AI MAP platform. You’ll be the first point of contact after a customer signs up, ensuring a confident and effective onboarding experience that sets the tone for long-term success. If you’re passionate about fitness, technology, and customer happiness, this role is for you.

Key Responsibilities:

Serve as the primary point of contact for fitness customers during the onboarding phase
Lead virtual onboarding sessions to walk owners, managers, and front-desk staff through platform features, setup, and best practices
Understand each studio or gym’s specific goals, operational nuances, and pain points to tailor all implementations successfully
Configure key platform features, including the Cancellation Save Agent, Member Concierge Agent, and reporting dashboards based on customer workflows
Use SQL and internal data tools to validate setup, troubleshoot data issues, and provide insights during onboarding
Guide customers on best practices for leveraging AI-driven agents and automation tools embedded in the platform
Create and manage onboarding timelines and ensure timely go-live
Proactively identify roadblocks and troubleshoot onboarding/setup issues
Collaborate with the Customer Success, Product, and Support teams to ensure a seamless experience
Gather and share customer feedback to improve onboarding processes and overall product usability
Create and maintain onboarding documentation, how-to videos, and training resources

Qualifications:

5+ years of experience in customer onboarding, implementation, customer success, or related fields in the Fitness & Wellness industry is a must
Must have direct experience implementing software solutions in the Fitness & Wellness industry — including working knowledge of gym/studio workflows, memberships, and operations
Strong familiarity with MRM systems such as ABC Fitness, Daxko, Mindbody, Motionsoft, Jonas, or similar platforms
Excellent communication and interpersonal skills — you’re empathetic, patient, and confident on video calls
Strong project management and organizational abilities — able to juggle multiple accounts and timelines effectively
Proficiency in SQL for querying customer data, diagnosing issues, and validating setup
Experience working with or supporting AI/automation tools — familiarity with LLMs, chatbots, or workflow automation tools is a must
Tech-savvy — you learn software tools quickly and enjoy helping others do the same
Experience with onboarding/project management tools (e.g., Notion, Asana, Jira)

What Success Looks Like:

Customers complete onboarding on time with high satisfaction
Strong product adoption and feature usage post-onboarding
Fewer support tickets due to effective setup and training
Customers feel supported, confident, and empowered going into go-live
Positive testimonials and referrals from a well-orchestrated onboarding experience
Incorporating GenAI workflows to scale implementation operations and procedures.

Why Join Us?

Be part of a mission-driven team reshaping an entire industry
Help bring AI to life in real-world fitness businesses
Flexible remote work culture with real career growth
Work with experts who understand the space — gym operators, AI engineers, and domain builders
Join a company where the tech does, not just analyzes