Implementation Manager

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

Do you have experience in Workflow management (operations management method)?, 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)., * 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.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Disability insurance
• Paid holidays, * 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