Practice Onboarding & Success Manager

About Ultralight Ultralight is powering the future of personalized medicine. We're building the AI-native operating system for clinicians running functional, integrative, and longevity practices—combining EHR, patient engagement, and AI tooling in one seamless stack. Today's technology wasn't built for these clinicians, so we built the platform designed for the future of great care. We are powering a community of forward-thinking healthcare professionals committed to transforming the industry. Together with our partners, we're not just imagining the future of healthcare. We're creating it. Trust in our onboarding and support is core from day one. Our clinicians are relationship-driven, time-constrained, and allergic to hype. They stay when they feel the product understands their world—and when someone on our side keeps showing up after go-live. Role overview We are seeking a Practice Onboarding & Success Manager to own the full practice lifecycle: kickoff → go-live → active patients on platform → ongoing account health. Your mission is to make every practice successful on Ultralight—live fast, running real clinical workflows in their first week, actively seeing patients on the platform, and happy enough to stay and refer others. Today, Ultralight supports ~100 live clinics, with 900+ in the pipeline. You'll guide each practice through tailoring Ultralight to how they work, from helping them navigate a migration from their previous platform to confirming how they want labs and billing set up and walking them through the workflows that fit their practice. You'll train their team, drive them to their first active patients, and run ongoing check-ins to clear blockers, engage in collaborative problem solving, answer questions, and bring their feature requests and feedback back to Product. If you communicate with warmth and clarity, love seeing a process through to the finish line, and are genuinely excited about helping innovative clinics deliver excellent patient journeys — this opportunity is for you. What you'll be working on Onboarding & Activation (kickoff → active patients) Lead each practice from kickoff to go-live through setup calls, clinical workflow calls, 1:1 provider meetings, and recurring office hours. Own each practice's onboarding plan with clear steps, set timelines, and a tailored checklist, following up proactively to keep progress moving and flag blockers early. Keep our setup guides accurate and up to date. Run hands-on training so every provider and staff member feels confident before their first patient. Drive each practice from go-live to real patients on Ultralight: booked visits, charted notes, and patients on the app. Migrations For practices coming from another platform, project-manage the data migration end to end, working with Engineering and the practice to set clear expectations on scope and timelines and keep the migration moving. Communicate proactively throughout the migration so practices always know where things stand, what's next, and when their data will be ready. Account management (live & ongoing) Run regular check-ins with live practices to surface questions, blockers, and wins before they become problems. Track account health and feedback, flag at-risk practices early, and bring feature requests to Product, letting practices know when their asks ship. Help practices become power users: share what's new in each release and how it can improve their workflows, find ways to optimize how they use Ultralight, and make sure they know how to get support and connect with the Ultralight community. Across all phases Be each practice's go-to Ultralight expert, knowing the product deeply and recommending the best way to use it for how they run their practice. Work closely with Practice Success Associates, Product, and Engineering. Build and continuously improve the systems and processes that help practices succeed as we scale, shaped by the different needs of each type of practice. Who we're looking for You genuinely love working with forward-thinking clinicians—you enjoy the relationship, earn trust with busy clinicians quickly, and keep it long after go-live. 3+ years in software implementation, onboarding, or customer success, taking customers from kickoff to fully live, with a clinical or EHR background: you've worked as a clinician or in a clinical setting (practice manager, MA, nurse, front office lead, etc.), or in customer success at an EHR working closely with clinicians and their workflows, so you know what a clinic day actually looks like. Fluency in practice workflows—you understand how different practice models run (cash-pay, concierge, membership, insurance-based, multi-provider vs. solo) and can map Ultralight to each. Clear evidence of ownership: you care whether practices are actually using the product, not just whether the checklist is done. Quick to learn new software and explain it clearly to non-technical users. Organized and self-directed—you can juggle practices at different lifecycle stages without dropping balls. Empathetic by default—you know switching software is stressful and know how to make it feel manageable. Leads with curiosity—you want to understand how each practice runs and how the product can do more for them. You're always learning and looking for ways to improve yourself, the team, and our processes. Comfortable using AI tools in your day-to-day work, and excited about how AI can help practices (and you) work smarter. Startup experience strongly preferred; proficient in Slack, Google Workspace, and Pylon. Available 12–8pm ET / 9–5pm PT. Nice‑to‑haves You're a licensed provider. Experience in, or passion for, integrative, functional, or longevity medicine. Experience managing a book of accounts. Experience building onboarding content—SOPs, help docs, video walkthroughs. Comfort running live training with mixed-technical audiences. What we offer Real ownership —shape how practices experience Ultralight from kickoff through long-term partnership. $90K–$110K base + up to 10% incentive-based bonus tied to key metrics , depending on experience. Top-tier health, dental, and vision coverage. Remote-first flexibility —with quarterly travel to team on-sites. Generous PTO and paid parental leave —we practice what we preach on well-being. A small, mission-driven team where your work is visible and valued. Work that matters -every practice you get live and keep healthy means better care for real patients. Ready to build the future of personalized medicine? Send your resume and a short note on how your personal and/or professional experience, or your passion for this field, would make you successful in this role to View email address on click.appcast.io — subject line: "Practice Onboarding & Success Manager – [Your Name]" . Ultralight celebrates diversity and is committed to creating an inclusive environment for all employees.