Implementation Manager

Responsibilities

• Own onboarding execution for each new clinic from kickoff through go-live, ensuring milestones are completed on time.
• Improve onboarding playbooks by identifying friction and streamlining or automating processes.
• Deliver hands-on training across platform modules for front-desk staff, providers, owners, and other clinic roles.
• Coordinate go-live activities and support clinics through their critical first weeks.
• Use AI tools to automate repetitive tasks, draft materials, summarize issues, and improve workflow speed.
• Translate customer feedback into clear engineering tickets, track progress, and close the loop with clinics.
• Build scalable onboarding processes, including templates, training materials, automations, and playbooks.

Requirements

• 4–6+ years of experience in implementation, onboarding, or customer success, ideally in a SaaS company.
• Excellent written, verbal, presentation, and training communication skills.
• Strong relationship-building skills with clinic owners and staff.
• Ability to train nontechnical audiences and build confidence with new software.
• Comfort using AI tools such as ChatGPT and Claude, with an automation-oriented mindset.
• Strong organization and ability to manage multiple clinic onboardings in parallel.
• Technical comfort with configuring products, reproducing bugs, and clearly articulating technical issues.
• Proactive ownership of issue resolution and escalation.

Nice-to-haves

• Experience building onboarding or implementation programs from scratch.
• Basic SQL skills.
• Experience with Intercom, Zendesk, Linear, or similar customer success and onboarding tools.
• Experience in healthcare, clinic, or medical operations.
• Early-stage startup experience.

Compensation and Benefits

• Compensation: $80K–$110K CAD.
• Toronto preferred; hybrid work with regular onsite clinic visits required.
• Ownership of the full onboarding experience and direct impact on customer retention and success.
• Small, collaborative, low-ego team.
• Company backed by Y Combinator, Graphene Ventures, and The Fintech Fund.