Implementation Manager

Decoda Health • Toronto, ON

1d • CA$80,000 - CA$110,000 • Hybrid

About The Position

Decoda Health is seeking an Implementation Manager to own the onboarding journey for every clinic they bring onto the platform. This role takes a new customer from signed contract to fully live, well trained, and genuinely confident using Decoda's modules. The goal is to ensure every clinic feels set up for success. This role blends hands-on onboarding with customer success and product operations, leveraging AI tools to streamline processes and communicate efficiently. Decoda is the AI-native operating system for elective care clinics, consolidating disconnected tools into one platform for front desk, patient engagement, clinical documentation, billing, and inventory. Backed by Y Combinator with $4.5M raised, their customers see 1.5x appointment growth and 80% reduction in check-in time.

Requirements

• 4 to 6+ years in implementation, onboarding, or customer success, ideally at a SaaS company.
• 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. Build trust with clinic owners and staff quickly and become the person they want to call.
• Strong trainer and educator: 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.

Nice To Haves

• 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

Responsibilities

• Own onboarding execution: Run every new clinic through the 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 the company scales.
• 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 the company grows.

Benefits

• Solving real problems: Clinics struggle with disjointed tools. Our platform is what they need.
• Ownership: Own the full onboarding experience, not just a checklist.
• Impact: The way you onboard directly shapes whether clinics stay and thrive.
• Team: Small, collaborative, low ego, and open.
• Support: Funded by Y Combinator, Graphene Ventures, and The Fintech Fund.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed