# Implementation Manager

**Company:** [Decoda Health](https://hotfix.jobs/companies/decoda-health)
**Location:** Toronto, Canada
**Role:** Customer Success
**Salary:** CA$80k – CA$110k/yr
**Experience:** 4+ years
**Skills:** Customer Onboarding, SaaS, Customer Success, Training, Artificial Intelligence, ChatGPT, Claude, Automation, Product Configuration, Bug Reproduction, SQL, Intercom, Zendesk, Linear
**Posted:** 2026-07-24

> Owns end-to-end onboarding for clinics, including implementation planning, product training, go-live coordination, issue escalation, and process improvement. The role requires 4–6+ years in implementation, onboarding, or customer success, strong communication, technical comfort, and an automation-oriented mindset.

## Job Description

## 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.

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