Onboarding Specialist

Decoda Health; Toronto; On-site; CAD 75,000 - 95,000; Full time

Job summary

Decoda Health in Toronto is seeking an Onboarding Specialist to own the onboarding journey for every clinic joining our platform. You will take a new customer from signed contract to fully live, well trained, and genuinely confident using our modules.

This role blends onboarding with customer success and product operations, leveraging AI to streamline processes and communicate efficiently across clinic staff. You will build scalable onboarding templates and playbooks as we grow.

Qualifications

• 2 to 4 years in implementation, onboarding, or customer success at a SaaS company.
• Clear, prompt, and confident written and verbal communication.
• Warm, approachable, and relationship driven; can quickly build trust with clinic staff.
• Strong trainer and educator; able to explain software to non-technical users.
• AI native mindset; comfortable with automation opportunities.
• Highly organized; can manage multiple onboardings in parallel.
• Technically comfortable; can navigate products, reproduce bugs, and articulate issues clearly.
• Ownership mindset; proactively resolve or escalate issues without waiting for direction.

Responsibilities

• Own onboarding execution from kickoff to go live and ensure milestones are met on time.
• Improve the playbook by identifying friction and implementing automation for scale.
• Deliver hands-on training across modules for diverse clinic roles.
• Coordinate all pieces to ensure a calm, successful launch and support in early weeks.
• Leverage AI tools to automate tasks, draft materials, and summarize issues.
• Translate customer feedback into clear engineering tickets and track progress.
• Build scalable onboarding processes with templates, materials, and automation as we grow.

Skills

Onboarding experience

Communication

Relationship building

Training & education

AI familiarity

Organizational skills

Technical navigation

Ownership mindset

Tools

Intercom

Zendesk

Linear

SQL

Job description

Decoda Health is seeking an Onboarding Specialist to own the onboarding journey for every clinic we bring onto the platform. You take a new customer from signed contract to fully live, well trained, and genuinely confident using our modules. Your goal is simple: every clinic feels set up for success, not left to figure it out alone.

This role blends hands on onboarding with customer success and product operations, leveraging AI tools to streamline processes and communicate efficiently.

About Decoda Health

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, our customers see 1.5x appointment growth and 80% reduction in check in time.

About the role

Decoda Health is seeking an Onboarding Specialist to own the onboarding journey for every clinic we bring onto the platform. You take a new customer from signed contract to fully live, well trained, and genuinely confident using our modules. Your goal is simple: every clinic feels set up for success, not left to figure it out alone.

This role blends hands on onboarding with customer success and product operations, leveraging AI tools to streamline processes and communicate efficiently.

What you'll do

• Own onboarding execution: Run every new clinic through our 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 we scale.
• 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 we grow.

Requirements

• Experienced onboarder: 2 to 4 years in implementation, onboarding, or customer success, ideally at a SaaS company. Bonus if you have both onboarding and SaaS experience.
• 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. You build trust with clinic owners and staff quickly and become the person they want to call.
• Strong trainer and educator: You 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 elevate issues without waiting for direction.

Bonus qualifications

• 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

Why Decoda?

• 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.

Compensation

• $75K to $95K CAD
• In person in Toronto; regular on site clinic visits required