Customer Onboarding Manager

Instinct Science is hiring a Customer Onboarding Manager to lead veterinary hospital implementations from signed contract through go-live and handoff to the active customer success team. The role manages timelines, risks, stakeholders, workflow design, integrations, and training coordination to deliver successful, timely onboarding.

Responsibilities:

• Serve as the primary point of contact for assigned onboarding projects from signed contract through go-live and handoff to the active CS team
• Build, manage, and enforce project plans with clear milestones, dependencies, and accountability — targeting go-live within the 8-week SLA
• Identify project risks proactively and escalate effectively — to the hospital, to the Team Lead, and across internal teams — so nothing sits quietly off track
• Coordinate across Implementation Specialists, Training Specialists, Integration partners, and Medical Review to keep all workstreams moving in sync
• 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
• Communicate confidently and credibly with practice owners, medical directors, and hospital administrators — matching your communication style to the audience while maintaining clarity and urgency
• 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
• 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
• Own the coordination of integrations — including lab, imaging, and pharmacy partners — ensuring technical readiness aligns with the project timeline
• Maintain deep knowledge of Instinct's product capabilities and configuration options, serving as the go-to resource for workflow questions during onboarding
• 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

Requirements:

• Direct experience working in or closely with veterinary hospitals — clinical, operational, or administrative
• 2–4+ years managing customer-facing implementation or onboarding projects, ideally in SaaS or health technology
• Demonstrated ability to manage relationships across multiple levels of a customer organization, including executives
• Comfortable coordinating software integrations, data requirements, and configuration discussions — even without deep technical expertise
• Existing knowledge of Instinct's configuration and workflow capabilities