Scaled Customer Success Manager

Meet Instinct

Instinct Science is at the forefront of veterinary innovation, comprised of world-class tools that have served our industry for decades: easy-to-use veterinary practice software (Instinct EMR), an essential resource for expanding your knowledge and skills (Clinician’s Brief), clinical and pharmaceutical decision support (Standards of Care & Plumb’s), and an AI scribing platform (ScribbleVet). Combined, Instinct Science offers an ecosystem that veterinarians rely on for every aspect and stage of their careers.

At Instinct Science, we believe in leading with compassion. Our team, our customers, and their patients and clients are the foundation of everything we do. Our culture is guided by our U.C.A.R.E. values, which serve as our daily compass:

• Urgency : We move with speed because our mission is too important to wait. Urgency means prioritizing high-impact work, making timely decisions, and being highly responsive to our customers, partners, and fellow employees.
• Customer First: We’re our customers’ (and this profession’s) biggest fans. We put them first and obsess over helping them solve their challenges.
• Act with Grace, Not Teeth: We treat people with kindness, humor, humility, and assume good intent. We ask what we would want if we were in the other person’s shoes.
• Right Things, Right Reasons: We take ownership of all tasks, big and small. When we make mistakes, we own them, fix them quickly, and learn.
• Excellence is in our DNA: We hold ourselves and each other to high standards because our work is too important to do otherwise.

A Sneak Peek of Your Role

This job, and the team at Instinct, is remote.

The Scaled Customer Success Manager is the engine behind Instinct's ability to support every hospital we serve after they go live. Reporting directly to the VP of CS, you build and continuously improve a smart, automated experience that helps veterinary teams grow with Instinct long after implementation is completed.

You are a builder first — spending 60% of your time designing the workflows, content, and tools that help hospitals deepen their use of Instinct without waiting for a one-on-one conversation. The remaining 40% is spent showing up directly: stepping in when a hospital is ready to expand, or when their experience tells you they need a human in their corner.

You have worked in a veterinary hospital. You understand the pace, the pressure, and what it takes to get a team to truly adopt something new. And when you solve a problem for one hospital, your instinct is to immediately build a system that solves it for all of them.

What You’ll Do ‍

Building the Automated Support Experience

• Workflow Design & Maintenance: Build and maintain automated engagement programs — using tools like HubSpot and emerging AI platforms — that guide hospitals through deeper adoption and long-term growth in a way that feels personal, even at scale.
• Continuous Improvement: Regularly audit how hospitals are progressing post go-live, identify where they plateau or disengage, and update the system to respond. You always have a point of view on what is working and what needs to change.
• Self-Serve Resources: Identify gaps in how hospitals find answers independently and bring those gaps to the Education team with clear context, drafts, and recommendations for what to develop.
• Content Collaboration: Serve as the subject matter expert and feedback loop for Customer Marketing and Education — drafting briefs, flagging what is missing, and reviewing what gets built to make sure it reflects the realities of the post-live hospital experience.
• Cross-Team Coordination: Connect Revenue Operations, Education, and Customer Marketing to ensure the automated experience is technically sound and clinically accurate.

Direct Hospital Engagement

• Growth Conversations: Serve as the primary contact for hospitals showing signals that they are ready to expand their use of Instinct. Data surfaces the opportunity; you bring it to life.
• At-Risk Intervention: Step in directly when engagement patterns suggest a hospital is struggling in a way the system alone cannot fix.
• Feedback Loop: Turn what you learn from direct hospital conversations into system improvements — solving problems once, for everyone.
• Voice of the Hospital: Represent the realities of the hospitals you serve across the company, ensuring product, education, and marketing decisions reflect what veterinary teams actually experience.

Who You Are ‍

• Must Haves :
  • Veterinary Practice Experience: Required. Clinical, practice management, client services, and operations backgrounds all count — but you need to understand how these teams work from the inside.
  • Customer-Facing Experience: 2+ years in a role focused on customer retention or growth, in any industry.
  • Automation & CRM Experience: Experience building automated communications in any CRM or engagement platform. We expect our tools to evolve, and we want someone energized by that.
  • Builder Mindset: You take a goal and make it happen, even without a step-by-step plan.
  • Strong Written Communication: You write clearly and practically for hospital teams, not just internal stakeholders.
• Preferred :
  • Instinct Software Experience: Strongly preferred. Hands-on use of Instinct EMR and/or Instinct Treatment Plan

How Instinct will Care about YOU

• We offer a supportive and caring work environment.
• We are transparent, open, honest, and empathic, both internally and externally.
• We pay our team well.
• We offer medical, dental and vision benefits and 401K with match.
• We give our team owner-like flexibility over work and time-off, including time to innovate and Flow State Fridays.
• We offer a generous stipend that can be used for almost anything to allow you to bring your best self to work.
• We provide all-expense-paid time throughout the year together, including at our annual retreat.

The compensation range for this role is $80,000 - $110,000. This range reflects a mix of base salary and variable compensation earned through performance, and actual compensation will be determined through a variety of factors including the candidate's skills, qualifications, and experience.

Instinct is an equal opportunity employer committed to equality and providing a pleasant work environment free from harassment or discrimination in any form. All employees will be treated equally without regard to race, color, religion, sex, sexual orientation, gender identity, family or parental status, national origin, ancestry, veteran, or disability status.

If you require accommodations throughout any part of the pre-employment process, please contact our People team at [email protected]