Onboarding & Implementation Manager

Cerbo OptiMantra is fast growing, and we’re hiring an SMB Implementation Manager to help new medical practices confidently adopt our Cerbo EHR platform. This role blends customer onboarding, software training, light project management, and problem solving—perfect for someone who loves guiding users, improving workflows, and helping teams succeed.  

This role is ideal for someone with 2+ years SaaS onboarding experience or hands-on EHR/practice operations experience (MA, clinical support, office manager, superuser, or anyone who has trained others on an EHR). 

Why Cerbo  

Cerbo is a fast-growing healthcare technology company supporting clinics across the U.S. and internationally with our flexible, cloud-based EHR and patient portal. Clinics choose Cerbo for our focus on:  

Integrative and functional medicine  

Membership, direct primary care (DPC) and cash-pay care models  

Personalized, whole-person treatment approaches  

We take pride in:  

Building software that supports meaningful, relationship-based care  

Operating with integrity and prioritizing doing right by our customers  

Helping practices run more efficiently so they can focus on patient care  

Encouraging curiosity, collaboration, and continuous improvement  

You’ll help shape the earliest—and most influential—phase of the customer journey.  

What You’ll Do  

As an SMB Implementation Manager, you’ll be the primary point of contact for new small and medium-sized medical clinics from kickoff through launch. In this role, you will:  

Lead the onboarding process from initial kickoff to successful go-live.  

Deliver engaging training sessions and walk clinics through system setup.  

Simplify complex workflows by explaining settings and best practices in clear, actionable terms.  

Own the customer relationship during onboarding, ensuring responsiveness and clarity at every step.  

Monitor progress and mitigate risks through proactive communication and issue resolution.  

Collaborate cross-functionally with Support, Product, and Engineering to address questions and remove blockers.  

Build strong, trust-based relationships by being thoughtful, transparent, and solution-oriented.  

Drive continuous improvement by sharing ideas to enhance onboarding processes, training materials, and team operations.  

Your first 6 weeks:  

Complete structured training to learn Cerbo’s products, customers, and onboarding framework  

Shadow experienced team members on kickoff meetings, workflow trainings, and customer touchpoints  

Lead mock onboarding sessions and receive feedback to strengthen product knowledge  

Within the first 3 months:  

Begin managing a small set of onboarding customers with guidance  

Run live customer meetings and training sessions  

Learn to guide customers through setup decisions and workflow adoption  

Strengthen your communication and documentation habits  

Collaborate cross-functionally to unblock issues and maintain momentum  

Lead your first full customer kickoff and support customers through early stages of onboarding  

After 6 months:  

Manage a full portfolio of active onboarding customers at various stages  

Anticipate blockers and help customers solve problems independently  

Adapt onboarding guidance to different practice types and user roles  

Communicate proactively, clearly, and confidently about next steps  

Suggest improvements to onboarding materials and processes as you gain expertise  

Success In your first year:  

Guided dozens of clinics through their on-time onboarding and launch   

Developed deep product and workflow knowledge across multiple practice types  

Built strong relationships with both customers and internal teams  

Demonstrated consistent success in training delivery, customer satisfaction, and onboarding outcomes  

Contributed meaningfully to improvements in how Cerbo supports new customers  

What You’ll Bring  

We welcome candidates from two strong backgrounds:  

Path 1: SaaS Experience  

Experience in implementation, onboarding, customer success, or project management  

Comfortable training users, leading calls, and managing multiple customers  

Path 2: Healthcare / EHR Experience  

Experience working in a clinical setting (MA, office manager, clinical support, etc.)  

Hands-on experience using, configuring, or teaching EHR systems  

Plus:  

2+ years of relevant experience in a customer-facing or operational role (Entry - Mid level)

Strong communication skills, both written and verbal  

Ability to break down complex information into clear, customer-friendly guidance  

Confidence leading video calls and training sessions  

Strong organization and time-management skills  

A balance of independent problem-solving and comfort following structured workflows  

Curiosity, empathy, and a customer-first mindset  

Nice to have: Experience in healthcare technology, software training and onboarding, or practice operations.  

Why You’ll Love Working Here

Competitive compensation based on experience

Paid Time Off and company holidays 

Comprehensive health, dental and vision benefits

Short-term and long-term disability Insurance

401k plan with matching company contribution

Real ownership and impact in a fast-growing health tech company

Location: 100% Remote 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.