Customer Onboarding Manager

Instinct Science • Doylestown, PA

1d • $65,000 - $80,000 • Remote

About The Position

The Customer Onboarding Manager is the primary contact and project lead for veterinary hospitals implementing Instinct. The role owns project coordination from kickoff through go-live and handoff to the active Customer Success team, keeping implementations on track, on time, and within scope while building trust with hospital leadership. The manager oversees several projects at a time and works with Implementation Specialists, Training Specialists, integration partners, Medical Review, and internal teams.

This is a fully remote, customer-facing position requiring consultative project leadership, executive-level communication, and the ability to navigate hospital operations while maintaining accountability for project milestones. The manager leads workflow discovery and design, coordinates integration readiness and training, and serves as a knowledgeable resource on Instinct’s product capabilities and configuration options. The target is go-live within the eight-week SLA.

Requirements

• Direct experience working in or closely with veterinary hospitals in a clinical, operational, or administrative capacity.
• 2–4+ years managing customer-facing implementation or onboarding projects, ideally in SaaS or health technology.
• Demonstrated ability to manage customer relationships across multiple organizational levels, including executives.
• Comfort coordinating software integrations, data requirements, and configuration discussions.

Nice To Haves

• Existing knowledge of Instinct’s configuration and workflow capabilities.

Responsibilities

• Serve as the primary contact for assigned onboarding projects from signed contract through go-live and handoff to the active Customer Success team.
• Build, manage, and enforce project plans with clear milestones, dependencies, and accountability, targeting go-live within the eight-week SLA.
• Proactively identify project risks and escalate them to the hospital, Team Lead, and internal teams.
• Coordinate Implementation Specialists, Training Specialists, integration partners, and Medical Review to keep project workstreams aligned.
• Build credible, consultative relationships with hospital leaders and help them understand the benefits of a successful go-live.
• Communicate effectively with practice owners, medical directors, and hospital administrators, adapting communication to the audience while maintaining clarity and urgency.
• Lead workflow discovery and design sessions, translating clinical and operational processes into workflows configured in Instinct.
• Maintain customer engagement and accountability to keep implementations moving without creating friction.
• Coordinate lab, imaging, and pharmacy integrations and ensure technical readiness aligns with the project timeline.
• Maintain knowledge of Instinct product capabilities and configuration options and answer workflow questions during onboarding.
• Coordinate with Training Specialists to scope, schedule, and deliver training at the appropriate point in the project.

Benefits

• Medical, dental, and vision benefits.
• 401(k) with company match.
• Owner-like flexibility over work and time off, including time to innovate and Flow State Fridays.
• A generous stipend that can be used for almost anything to support bringing your best self to work.
• All-expense-paid time together throughout the year, including an annual retreat.
• Supportive and caring work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed