Customer Training Specialist

Instinct Science • Doylestown, PA

2d • $55,000 - $70,000 • Remote

About The Position

Instinct Science is a leader in veterinary innovation, offering a suite of tools including veterinary practice software (Instinct EMR), educational resources (Clinician's Brief), clinical decision support (Standards of Care & Plumb's), and an AI scribing platform (ScribbleVet). This role is for a Customer Training Specialist who will act as a cross-trained product expert, delivering hands-on training and enablement support across Instinct's entire product suite to both new and existing customers. The specialist will be part of a coordinated team that shares responsibilities and aims to provide a consistent customer experience. This is a fully remote role that requires frequent travel.

Requirements

• Worked in a veterinary hospital and understand how clinical teams operate, communicate, and adopt new tools.
• 1–3 years delivering product training, clinical education, or customer enablement in a fast-paced environment.
• Comfortable working in HubSpot and using call intelligence tools (e.g., Glyphic) to prep for and document customer sessions.
• Able and willing to travel frequently — typically multiple trips per month — without disruption to team operations.

Nice To Haves

• Prior experience using or training on Instinct products.

Responsibilities

• Deliver product training to hospital teams during the onboarding process, coordinating with the Onboarding Manager to support go-live readiness.
• Support active customers with training for contact changes, new feature releases, post-upsell product tours, or areas of low adoption.
• Maintain current and confident training capability across Instinct's full product suite, keeping pace with releases and updates.
• Operate as a shared resource within the team, picking up new training assignments from the shared queue, adapting quickly to new accounts, and delivering consistent quality.
• Review relevant account notes, workflow preferences, prior training history, and context using Glyphic, HubSpot, and Claude before each engagement.
• Tailor each training session to the specific hospital, referencing their workflows, product configuration, and team dynamics.
• Log training outcomes, follow-up items, and customer feedback in HubSpot and Glyphic after each engagement.
• Operate within the team's shared ticketing and assignment system, taking on new work, communicating capacity, and maintaining coverage standards.
• Travel frequently to deliver on-site training.
• Structure ongoing work to ensure any teammate can step in during travel without disruption by documenting, communicating, and organizing.
• Bring patterns, product gaps, and customer feedback back to the Training and Enablement Director and Enablement team.

Benefits

• Medical, dental and vision benefits
• 401K with match
• Owner-like flexibility over work and time-off
• Time to innovate and Flow State Fridays
• Generous stipend for personal use
• All-expense-paid time throughout the year together, including at our annual retreat.

What This Job Offers

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