Job Description

Meet Instinct 👋

Instinct Science is an animal health software company that helps the world’s leading veterinary practices deliver exceptional patient care, improve staff efficiency, and minimize team stress and burnout. Our easy-to-use EMR platform acts as the nerve center for veterinarians, veterinary nurses, and support staff alike, fostering seamless collaboration across teams. With our January 2024 acquisition of VetMedux, a company providing trusted education (Clinician’s Brief) and clinical decision support (Standards of Care™, Plumb's) for veterinarians, Instinct has strengthened our commitment to delivering the mission-critical tools veterinary practices need to care for their patients at the highest level and with the best outcomes.

We’re fueled by compassion! Our team, our customers, and their patients and animal owners matter immensely to us. We put the Customer First; Act with Grace, Not Teeth; Do the Right Things for the Right Reasons; and know that Excellence is in our DNA.

If these values speak to you, you might be a good fit for our Customer Success Manager role.

A Sneak Peek of Your Role 🔭 

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

This isn’t a typical Customer Success role. It’s a role for a thoughtful, motivated problem-solver who wants to define what great customer partnership looks like in veterinary medicine.

You’ll support a portfolio of hospitals using Instinct’s tools (Instinct EMR, Treatment Plan, Plumb's, and Standards of Care) in their everyday clinical workflow.

Your mission is simple and meaningful: help hospitals get real value from Instinct - value they can feel in their daily workflow, team confidence, and patient care.

You’ll build trust with clinical teams by showing them how to use our tools to reduce stress, support staff, and deliver safer patient care. You’ll use data and curiosity to understand what’s working, what’s not, and where teams need help most.

What You’ll Do 🐱‍💻

Drive Retention & Growth

• You own the success of your portfolio and build strong long-term relationships that lead to high retention.
• You act as a trusted advisor, helping hospitals and practices connect Instinct’s tools to their real-world challenges and goals. 
• When a customer is ready to grow, you help them understand how Instinct’s broader platform - including our EMR - can support their next stage. 
• You lead meaningful reviews that focus on impact - how Instinct is improving care, workflow, and the day-to-day experience for the team. 

Strategic Support

• You look for patterns across your portfolio and share helpful guidance, resources, and best practices without losing the personal touch. 

• You use tools and technology to stay organized and informed, so your time is spent where it matters most - helping customers succeed.

Strengthen Workflow & Clinical Confidence

• You know Instinct products deeply and can help teams apply them in practical, time-saving ways. 
• You quickly recognize when teams are unsure or overwhelmed and help them build confidence - especially in high-pressure clinical moments. 
• You tie Instinct’s tools back to what hospitals care about most - smoother communication, less chaos, and safer patient care. 

Who You Are 🐱‍💻

• Must Haves:
  • Customer Success (or similar) Experience: 3+ years in SaaS Customer Success or Account Management with a strong track record of retention or growth.
  • Veterinary Experience: 5+ years in a veterinary hospital with a deep understanding of clinical and or operational workflows. 
  • Product Expertise: Hands-on experience with Instinct EMR or Treatment Plan, and Plumbs or Standards of Care.
  • Tech Forward: Confident using dashboards and modern AI tools that enhance your productivity.
• Preferred:
  • BS/BA degree preferred.
  • Licensed Veterinary Technician (LVT/CVT/RVT) strongly preferred.

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 $65,000 - $95,000. 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 peopleteam@instinct.vet

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