Customer Success Manager

Meet Instinct

Instinct Science is an animal health software company that helps the world’s leading veterinary practices enhance patient care, improve staff efficiency, and minimize burnout. Our easy-to-use 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 trusted education (Clinician’s Brief) and point-of-care information (Plumb’s Veterinary Drugs) company 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 opening.

A Sneak Peek of Your Role

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

We’re looking for a Customer Success Manager (CSM) to help our customers maximize their success with Instinct. As a CSM, you will be the trusted partner for our customers - helping them drive adoption, optimize their use of Instinct, and achieve their practice goals. You’ll proactively engage customers, provide strategic guidance, and collaborate across teams to ensure they receive a world-class experience. Your success will be measured by customer retention, expansion, and satisfaction.

What You’ll Do ‍

• Drive adoption - ensure customers are fully and effectively using their Instinct platform, leveraging best practices, to improve their workflows and outcomes.
• Build relationships - become a trusted partner, provide strategic guidance and best practices.
• Proactively support - anticipate challenges, mitigate churn, and collaborate with internal teams to solve problems.
• Retention and growth: own renewals and expansion opportunities, identifying ways to increase product usage and upsell additional products or features.
• Be the Voice of the customer - advocate for customer needs, influencing product development and support improvements.

Who You Are ‍

• Must Haves:
  • 1-2 years experience with Instinct EMR, either as a user or in a support, training, or implementation role.
  • Veterinary industry experience (practice management, hospital operations, or clinical roles preferred)
  • 3+ years in Customer Success, Account Management, or veterinary consulting, preferably in SaaS.
  • Strong relationship building skills with a customer first mindset.
  • Ability to strategize, problem-solve, and drive adoption with a consultative approach.
  • Experience in renewals, expansion, and revenue retention.
  • Passion for technology and improving veterinary workflows.
• Nice-to-Haves:
  • Licensed/Certified Veterinary Technician is desirable.

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 offer a rewarding employee stock plan so that you share in our success.
• We provide all-expense-paid time throughout the year together, including at our annual retreat.

Base Compensation range for this role is $60,000 - $85,000

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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