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 (Scribble Vet). Combined, Instinct Science offers an ecosystem that veterinarians rely on for every aspect and stage of their careers.

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.

• Workflow Design & Maintenance:
  Build and maintain automated engagement programs — using tools like Hub Spot 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.

• 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.

• 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.

• Instinct Software
  
  Experience:
  
  Strongly preferred. Hands‑on use of Instinct EMR and/or…