Instinct Science

Provide technical and product support to veterinary customers, diagnose issues, document interactions, and assist with onboarding and training. | Requires 3+ years in a veterinary hospital, understanding veterinary workflows, and experience with EMR systems, which are not explicitly present in your resume. | Meet Instinct 👋 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, which serve as our daily compass: Urgency: We move with speed because our mission is too important to wait. Urgency means prioritizing high-impact work, making timely decisions, and being highly responsive to our customers, partners, and fellow employees. Customer First: We’re our customers’ (and this profession’s) biggest fans. We put them first and obsess over helping them solve their challenges. Act with Grace, Not Teeth: We treat people with kindness, humor, humility, and assume good intent. We ask what we would want if we were in the other person’s shoes. Right Things, Right Reasons: We take ownership of all tasks, big and small. When we make mistakes, we own them, fix them quickly, and learn. Excellence is in our DNA: We hold ourselves and each other to high standards because our work is too important to do otherwise. If these values speak to you, you might be a good fit for our Support Specialist role. A Sneak Peek of Your Role 🔭 This job, and the team at Instinct, is remote. Our Support Specialists at Instinct are the primary points of contact for our customers who need assistance or information regarding our products. Our team consists of seasoned animal hospital professionals who understand how the clinic world utilizes our products and can resolve most problems on the spot. The overall goal is to provide customers with a seamless, efficient, and positive experience at the first point of contact. What You’ll Do 🐱‍💻 Understand, categorize, and diagnose customer requests quickly and efficiently, via email, chat, phone, social media, etc. Stay on top of production issues and be creative in suggested workarounds to coach users, as needed Document all customer interactions, issues, and resolutions and ensure customer issues or requests are fully resolved by conducting follow-ups or checking the status of escalated matters Participate in available training sessions to enhance product knowledge and improve your customer service skills. Provide assistance in the onboarding and training processes for products and services as required, ensuring customers are well-equipped to utilize Instinct effectively Who You Are 🐱‍💻 Understanding of veterinary terminology and workflows Excellent verbal and written communication skills Ability to multitask and manage a high volume of customer inquiries Strong problem-solving skills and ability to handle difficult or unexpected situations Empathic and caring attitude, even when faced with stressful situations Availability to work overnights and weekends 3+ years experience in a veterinary hospital Experience using or installing Instinct EMR 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 provide all-expense-paid time throughout the year together, including at our annual retreat. Base Compensation range for this role is $50,000 - $60,000 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

Own and optimize paid acquisition channels, measure performance, and collaborate with sales and RevOps to drive pipeline growth. | 7+ years in growth/performance marketing, hands-on experience with Google and Meta ads, strong analytics and tracking skills, and cross-functional collaboration abilities. | Meet Instinct 👋 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, which serve as our daily compass: Urgency: We move with speed because our mission is too important to wait. Urgency means prioritizing high-impact work, making timely decisions, and being highly responsive to our customers, partners, and fellow employees. Customer First: We’re our customers’ (and this profession’s) biggest fans. We put them first and obsess over helping them solve their challenges. Act with Grace, Not Teeth: We treat people with kindness, humor, humility, and assume good intent. We ask what we would want if we were in the other person’s shoes. Right Things, Right Reasons: We take ownership of all tasks, big and small. When we make mistakes, we own them, fix them quickly, and learn. Excellence is in our DNA: We hold ourselves and each other to high standards because our work is too important to do otherwise. A Sneak Peek of Your Role 🔭 This job, and the team at Instinct, is remote. The Performance Marketing Lead will serve as a key driver of pipeline growth and marketing efficiency at Instinct, owning paid acquisition strategy, funnel optimization, and performance measurement across the company’s SaaS portfolio. This role is responsible for setting and delivering against quarterly growth targets - including pipeline contribution, CAC/payback, and conversion goals - while building a scalable, data-driven growth engine. Partnering closely with Sales, RevOps, and Marketing leadership, the Performance Marketing Lead manages paid channels, optimizes the full-funnel journey from visitor to close, and ensures accurate measurement and attribution across campaigns. By combining hands-on execution with disciplined experimentation, rigorous analytics, and clear executive reporting, this role plays a central part in accelerating revenue growth and maximizing marketing ROI in a fast-growing vet tech environment. What You’ll Do 🐱‍💻 Set quarterly growth goals (pipeline, CAC/payback, conversion targets) and maintain the growth roadmap Run weekly growth reviews and provide a crisp exec narrative (what’s working, what’s next) Own paid acquisition across Google Ads and Meta Ads (plus LinkedIn/retargeting as needed): budgets, pacing, bidding, audiences, optimization Drive a paid testing cadence (creative angles, offers, audiences) and ensure landing pages match the campaign (CTA, proof, low friction) Own funnel stages, diagnose drop-offs, and run a CRO/testing backlog Partner with Sales/RevOps on lead quality, scoring, routing, and SLAs Own measurement plumbing: tracking plan/events, UTMs, pixels + conversion APIs, attribution approach, dashboards, and data QA Manage vendors/freelancers as needed Who You Are 🐱‍💻 7+ years in growth/performance marketing (B2B SaaS preferred) Direct, hands-on experience advertising on Google and Meta (not just agency management) Strong funnel + analytics chops: can connect channel performance to pipeline outcomes Comfortable owning tracking and attribution (UTMs, events, pixels/CAPI, dashboards) Strong cross-functional operator with clear communication and ruthless prioritization 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 provide all-expense-paid time throughout the year together, including at our annual retreat. The compensation range for this role is $110,000 - $150,000. Actual compensation will be determined through a variety of factors including the candidate's skills, qualifications, and experience. 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

Design and execute customer lifecycle marketing programs to improve retention, expansion, and advocacy, including campaigns, content creation, and event management. | 3+ years in customer or lifecycle marketing, experience with marketing automation platforms, strong analytical skills, and cross-functional collaboration. | Meet Instinct 👋 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, which serve as our daily compass: Urgency: We move with speed because our mission is too important to wait. Urgency means prioritizing high-impact work, making timely decisions, and being highly responsive to our customers, partners, and fellow employees. Customer First: We’re our customers’ (and this profession’s) biggest fans. We put them first and obsess over helping them solve their challenges. Act with Grace, Not Teeth: We treat people with kindness, humor, humility, and assume good intent. We ask what we would want if we were in the other person’s shoes. Right Things, Right Reasons: We take ownership of all tasks, big and small. When we make mistakes, we own them, fix them quickly, and learn. Excellence is in our DNA: We hold ourselves and each other to high standards because our work is too important to do otherwise. A Sneak Peek of Your Role 🔭 This job, and the team at Instinct, is remote. Instinct Science is looking for a motivated and customer-obsessed Customer Marketing Manager to own marketing programs that increase customer retention, product adoption, expansion (cross-sell & upsell), and advocacy. This role will design and execute scalable programs across the post-sale customer lifecycle — from onboarding and adoption to renewals and advocacy — using tactics such as customer onboarding journeys, retention email programs, product adoption campaigns, customer events, case study and reference programs, community-building, and partner-driven customer initiatives. The Customer Marketing Manager will work closely with Customer Success, Product, Sales, and Marketing to convert customer insight into measurable growth in customer lifetime value and satisfaction. What You’ll Do 🐱‍💻 Build and execute a customer lifecycle marketing strategy that improves retention, reduces churn, and drives expansion revenue. Develop quarterly and annual customer marketing plans aligned to product roadmaps, renewal cycles, and GTM priorities. Partner with Customer Success, Product, Product Marketing, Sales, and Campaign teams to map customer journeys and deliver adoption, renewal, and upsell programs. Design and run onboarding, adoption, renewal, and at-risk customer campaigns using HubSpot (or equivalent), including automated journeys and targeted outreach. Lead customer advocacy initiatives including case studies, testimonials, references, awards, and customer advisory programs. Plan and execute customer events and webinars (virtual and in-person), including user groups and a future user conference. Create customer-facing content such as playbooks, adoption guides, product tips, newsletters, and loyalty programs. Track and report on key performance metrics (renewal rate, churn, NRR, expansion ARR, adoption, NPS/CSAT, engagement), using testing and segmentation to optimize performance. Ensure customer communications align with brand voice, privacy/compliance standards, and documented lifecycle playbooks. Who You Are 🐱‍💻 Must Haves: 3+ years of customer marketing, lifecycle marketing, or B2B marketing experience, preferably in a SaaS environment. Demonstrated track record of building and running lifecycle programs that move retention, adoption, and expansion metrics. Strong analytical skills and comfort with data — able to define success metrics, run cohort analyses, and report on program ROI. Hands-on experience with marketing automation platforms (HubSpot, Marketo, or similar), CRM systems, and analytics tools. Exceptional written and verbal communication skills; ability to synthesize customer insight into compelling programs and assets. Collaborative mindset with proven ability to work cross-functionally (Customer Success, Product, Sales). Project management skills and experience managing multiple concurrent programs and vendor relationships. Creative thinker who can combine strategy with an operational bias to deliver results. Preferred: Experience in the veterinary or healthcare technology sectors is a plus. Experience building customer advocacy and reference programs or running customer events/user conferences. Familiarity with renewal and expansion sales motions in mid-market and enterprise accounts. 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 provide all-expense-paid time throughout the year together, including at our annual retreat. The compensation range for this role is $90,000 - $115,000. Actual compensation will be determined through a variety of factors including the candidate's skills, qualifications, and experience. 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