Job Description

Implementation Manager  

Remote · Full Time  

Cerbo is growing, and we’re hiring an SMB Implementation Manager to help new medical practices confidently adopt our 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.  

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