About the roleDecoda Health is seeking an Implementation Manager to own the onboarding journey for every clinic we bring onto the platform. You take a new customer from signed contract to fully live, well trained, and genuinely confident using our modules. Your goal is simple: every clinic feels set up for success, not left to figure it out alone.
This role blends hands on onboarding with customer success and product operations, leveraging AI tools to streamline processes and communicate efficiently.
What you'll do- Own onboarding execution: Run every new clinic through our onboarding plan from kickoff to go live, making sure each customer hits every milestone on time.
- Improve the playbook: Spot friction in the existing process and find opportunities to streamline, automate, and make onboarding faster and more consistent as we scale.
- Train staff to confidence: Deliver hands on training across all modules so clinic teams feel capable and self sufficient. Tailor sessions to different roles, from front desk to providers to owners.
- Drive smooth go lives: Coordinate every moving piece so launch day is calm and successful, then stay close through the critical first weeks.
- Leverage AI: Use AI tools to automate repetitive tasks, draft materials, summarize issues, and enhance workflow speed.
- Relay bugs and feature requests: Translate customer feedback into clear tickets for engineering, track progress, and close the loop with the clinic.
- Build scalable onboarding processes: Develop templates, training materials, automations, and playbooks so onboarding gets faster and more consistent as we grow.
Requirements- Experienced onboarder: 4 to 6+ years in implementation, onboarding, or customer success, ideally at a SaaS company. Bonus if you have both onboarding and SaaS experience.
- Exceptional communication: Clear, prompt, and confident whether writing, presenting, or training a room of clinic staff.
- Personable and relationship driven: Warm, approachable, and genuinely good with people. You build trust with clinic owners and staff quickly and become the person they want to call.
- Strong trainer and educator: You can take a non technical audience and make them feel confident with new software quickly.
- AI native mindset: Comfortable with tools like ChatGPT, Claude, and similar, and always seeking automation opportunities.
- Highly organized: Manage multiple clinic onboardings in parallel without letting anything slip.
- Technically comfortable: Not an engineer, but able to navigate products, configure settings, reproduce bugs, and articulate technical issues clearly.
- Ownership mentality: Proactively resolve or escalate issues without waiting for direction.
Bonus qualifications- Experience building onboarding or implementation programs from scratch
- Basic SQL (can pull data to answer questions)
- Experience with CS and onboarding tools (Intercom, Zendesk, Linear, etc.)
- Experience in healthcare, clinic, or medical operations
- Early stage startup experience
Compensation- $80K to $110K CAD
- Toronto preferred (hybrid); regular on site clinic visits required
