[Hiring] Customer Onboarding Manager @Instinct Science

Role Description

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 workstreams 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 partners — ensuring technical readiness aligns with the project timeline.
  • Product Expertise: Maintain deep knowledge of Instinct's product capabilities and configuration options, serving as the go-to resource for workflow questions during onboarding.
  • Training Coordination: Coordinate with Training Specialists to ensure training is scoped, scheduled, and delivered at the right point in the project — reinforcing adoption ahead of go-live.

Qualifications

• Veterinary Practice Experience: Required. Direct experience working in or closely with veterinary hospitals — clinical, operational, or administrative.
• Project Management Experience: 2–4+ years managing customer-facing implementation or onboarding projects, ideally in SaaS or health technology.
• Instinct Software Familiarity: Strongly preferred. Existing knowledge of Instinct's configuration and workflow capabilities accelerates ramp significantly.
• Stakeholder Management: Demonstrated ability to manage relationships across multiple levels of a customer organization, including executives.
• Technical Aptitude: Comfortable coordinating software integrations, data requirements, and configuration discussions — even without deep technical expertise.

Benefits

• Supportive and caring work environment.
• Transparent, open, honest, and empathic culture.
• Competitive compensation.
• Medical, dental, and vision benefits along with 401K with match.
• Owner-like flexibility over work and time-off, including time to innovate and Flow State Fridays.
• Generous stipend for personal development.
• All-expense-paid team retreats throughout the year.
• Compensation range: $65,000 - $80,000, determined by skills, qualifications, and experience.

Company Description

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: 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.