Onboarding Lead – EHR & CRM Implementation

Symplast; Orlando (FL); Remote; USD 85,000 - 110,000; Full time

Job summary

A leading company in aesthetic medicine is seeking an Onboarding Lead to enhance client onboarding experiences. This role involves managing a team, driving data migration, and collaborating with various departments to ensure client success. Ideal candidates will have extensive experience in SaaS onboarding and project management. Join a high-performing team dedicated to transforming client experiences in the healthcare sector.

Qualifications

• 5+ years of experience in SaaS onboarding or project management.
• Experience with healthcare or EHR platforms is a plus.

Responsibilities

• Lead onboarding strategy and execution for clients.
• Manage a team of onboarding specialists and create KPIs.
• Collaborate with Product and Sales to streamline onboarding.

Skills

Project Management

Client Success

Data Migration

SaaS Onboarding

Task Automation

Education

Project Management Certification

Tools

Salesforce

ChurnZero

Go High Level

Monday.com

Job description

Location: Remote (U.S. preferred) | Hybrid with travel for conferences & events

Type: Full-Time

Reports To: VP of Product & Client Strategy

About the Role

Symplast is redefining how aesthetic clinics deliver care through a cutting-edge, fully integrated EHR + CRM platform. We’re seeking a high-impact Onboarding Lead to drive and elevate our client onboarding experiences—from go-live preparation to data migration, CRM workflow training, and long-term adoption. This is a player-coach role: you’ll lead onboarding strategy and execution while managing a team of CRM and EHR onboarders across multiple client tiers.

You’ll collaborate with Product, Sales, and Engineering to eliminate onboarding bottlenecks and ensure every new client gets to value—faster.

Key Responsibilities

• Build a World-Class Onboarding Function: Own and evolve the full onboarding journey across both Symplast EHR and CRM lines, standardizing by client tier, size, and complexity.
• Team Leadership: Manage and grow a team of CRM and EHR onboarding specialists, creating KPIs, documentation, and training systems that scale.
• Cross-Functional Collaboration: Partner with Product to communicate client feedback and prioritize onboarding-impacting features (e.g., VoIP setup, appointment sync, online booking enhancements).
• Drive Data Migration Excellence: While you won’t migrate data yourself, you’ll work closely with internal and vendor teams to define success criteria, unblock issues, and align timelines with client readiness.
• Improve Systems and Visibility: Work with Salesforce and ChurnZero admins to build dashboards, automate task flows, and clarify pipeline status, KPIs, and handoff triggers.
• Client Escalation & Support Readiness: Serve as point-of-escalation for high-priority implementations and ensure smooth transitions to Customer Success post-onboarding.
• Contribute to Strategic Decisions: Participate in conversations around onboarding-related pricing tiers, service packages, and support SLAs.

What You’ll Improve

• Overhaul inconsistent onboarding timelines and define go-live criteria based on real-world constraints
• Reduce onboarding churn by tightening training, visibility, and client handoffs
• Eliminate data migration delays and improve coordination across Contact Center and Implementation pods
• Standardize onboarding SOPs, success plans, and handoffs from Sales to CS
• Create repeatable systems that reduce onboarding effort and increase client satisfaction

You Might Be a Fit If You…

• Have 5+ years of experience in SaaS onboarding, project management, or implementation (experience with healthcare, aesthetic, or EHR platforms is a huge plus)
• Have led onboarding teams and coached junior project managers or consultants
• Understand data migration processes (EMR/EHR a plus) and can troubleshoot or triage technical blockers
• Are fluent in onboarding platforms and task automation tools like Salesforce, ChurnZero, Go High Level, Monday.com, etc.
• Thrive in ambiguity, create structure where none exists, and love to improve broken systems
• Are proactive, client-obsessed, and have a track record of getting new processes adopted by teams

Bonus Points

• Familiarity with Go High Level CRM or medical aesthetic practices
• Experience building onboarding journeys in ChurnZero or similar lifecycle platforms
• Project Management certification (PMP or similar)
• Previous startup or scale-up experience

Why Join Symplast?

You’ll help build the future of aesthetic medicine. We’re a team of high-performers who believe onboarding is not just a function—it’s the first chapter of client success. If you're entrepreneurial, strategic, and ready to turn chaos into clarity, we want to meet you.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

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