Customer Onboarding 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 (Scribble Vet). 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:
We move fast because our mission matters, we put customers at the center of every decision, and we treat each other with kindness and high standards.

A Sneak Peek of Your Role

This is a fully remote role.

The Customer Onboarding Manager is the primary point of contact and strategic driver for every hospital going live on Instinct. You are the project lead, the workflow expert, and the trusted advisor all in one — responsible for keeping implementations on track, on time, and on scope while earning the confidence of hospital leadership throughout the process.

This is not a task-management role. You bring executive presence, a strong sense of urgency, and the consultative skill to navigate a hospital's operational complexity while holding them accountable to the milestones that matter. You know that a delayed go-live is a delayed relationship, and you take that seriously.

You own end-to-end project coordination — from kick-off to go-live — working closely with Implementation Specialists, Training Specialists, integrations, and internal teams to deliver a seamless, high-quality experience. Your strength is your ability to make every hospital feel like their implementation is the most important project you are running — even when you are managing several simultaneously

What You'll Do Project Leadership & Management

• Project Ownership:
  Serve as the primary point of contact for assigned onboarding projects from signed contract through go-live and handoff to the active CS team.
• Timeline Management:
  Build, manage, and enforce project plans with clear milestones, dependencies, and accountability — targeting go-live within the 8‑week SLA.
• Risk & Escalation:
  Identify project risks proactively and escalate effectively — to the hospital, to the Team Lead, and across internal teams — so nothing sits quietly off track.
• Stakeholder Coordination:
  Coordinate across Implementation Specialists, Training Specialists, Integration partners, and Medical Review to keep all work streams moving in sync.

Customer Relationship & Consultative Approach

• Trusted Advisor:
  Position yourself as a knowledgeable, credible partner throughout the project — not just a task tracker. Help hospital leaders see the full picture of what a successful go-live enables for their team.
• Executive Presence:
  Communicate confidently and credibly with practice owners, medical directors, and hospital administrators — matching your communication style to the audience while maintaining clarity and urgency.
• Workflow Development:
  Lead workflow discovery and design sessions with the hospital, translating their current clinical and operational processes into Instinct-configured workflows that fit how their team actually works.
• Sense of Urgency:
  Keep the hospital engaged and moving — because a delayed implementation is always a risk to go-live. You are skilled at creating accountability without creating friction.

Technical & Product Coordination

• Integration Setup:
  Own the coordination of integrations — including lab, imaging, and pharmacy…