Onboarding Manager

About Stride

Stride is a modern EMR and practice management platform built for outpatient therapy practices. We bring scheduling, documentation, billing, claims, payments, and patient communication into one system so clinics can spend less time on administrative work and more time with their patients. We are a small, fast-moving team, and every person here has a direct impact on how our clients experience the product.

Every role at Stride shares one requirement: genuine empathy and compassion for the end user. Our users are clinicians, front desk staff, and billers who are often stretched thin; how we treat them matters as much as what we build.

About the Role

The Onboarding Manager owns the journey from signed contract to a clinic running confidently on Stride. You are the client's main point of contact through go-live: you set the plan, run the calls, train the team, and keep every internal workstream moving so nothing slips.

This is a semi-technical role. You will not be writing code, but you will know the product deeply, understand how a therapy clinic actually operates day to day, and translate between clinicians, front desk staff, billers, and our internal teams.

What You'll Do

• Own each client's onboarding end to end: build the timeline, run the kickoff, and manage the plan through go-live and early steady-state.

• Lead training sessions for clinicians, front desk, and billing staff, tailored to how each clinic works.

• Coordinate with the Client Solution Manager and internal teams on technical setup, data migration, and integrations so the client-facing plan and the behind-the-scenes work stay in sync.

• Track open items, surface risks early, and escalate blockers before they threaten a go-live date.

• Be the voice of the client internally: relay feedback, gaps, and friction points to product and engineering.

• Support clients through their first weeks live, then hand off cleanly to Support.

• Continuously improve our onboarding playbook, templates, and training materials.

What We're Looking For

• 2+ years in client onboarding, implementation, customer success, or a similar client-facing role (SaaS or healthcare preferred).

• EMR experience, whether as a user, an administrator, or an implementer, and/or clinical experience as a PT or PTA.

• Strong communication skills, written and verbal; you can run a room of busy clinic staff and keep everyone engaged.

• Exceptional attention to detail and follow-through; clients should never have to remind you of anything.

• Comfortable learning software deeply enough to train others and answer questions on the spot.

• Solid problem-solving instincts; when something goes sideways mid-onboarding, you stay calm and find a path forward.

Nice to Have

• Hands-on clinical experience as a PT or PTA, or time spent working in an outpatient therapy clinic.

• Familiarity with therapy billing and revenue cycle basics (eligibility, claims, ERAs, patient payments).

• Experience managing multiple concurrent implementations with project management tools.

Who You Are

• Empathetic and compassionate toward the end user; you genuinely care whether the front desk person has a good day.

• Attentive; you listen closely, notice what is not being said, and follow up without being asked.

• Organized and dependable under multiple concurrent timelines.

• A clear, warm communicator who builds trust quickly.