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 Scaled Customer Success Manager is the engine behind Instinct's ability to support every hospital we serve after they go live. Reporting directly to the VP of CS, you build and continuously improve a smart, automated experience that helps veterinary teams grow with Instinct long after implementation is completed. You are a builder first — spending 60% of your time designing the workflows, content, and tools that help hospitals deepen their use of Instinct without waiting for a one-on-one conversation. The remaining 40% is spent showing up directly: stepping in when a hospital is ready to expand, or when their experience tells you they need a human in their corner. You have worked in a veterinary hospital. You understand the pace, the pressure, and what it takes to get a team to truly adopt something new. And when you solve a problem for one hospital, your instinct is to immediately build a system that solves it for all of them. What You’ll Do 🐱‍💻 Building the Automated Support Experience - Workflow Design & Maintenance: Build and maintain automated engagement programs — using tools like HubSpot and emerging AI platforms — that guide hospitals through deeper adoption and long-term growth in a way that feels personal, even at scale. - Continuous Improvement: Regularly audit how hospitals are progressing post go-live, identify where they plateau or disengage, and update the system to respond. You always have a point of view on what is working and what needs to change. - Self-Serve Resources: Identify gaps in how hospitals find answers independently and bring those gaps to the Education team with clear context, drafts, and recommendations for what to develop. - Content Collaboration: Serve as the subject matter expert and feedback loop for Customer Marketing and Education — drafting briefs, flagging what is missing, and reviewing what gets built to make sure it reflects the realities of the post-live hospital experience. - Cross-Team Coordination: Connect Revenue Operations, Education, and Customer Marketing to ensure the automated experience is technically sound and clinically accurate. Direct Hospital Engagement - Growth Conversations: Serve as the primary contact for hospitals showing signals that they are ready to expand their use of Instinct. Data surfaces the opportunity; you bring it to life. - At-Risk Intervention: Step in directly when engagement patterns suggest a hospital is struggling in a way the system alone cannot fix. - Feedback Loop: Turn what you learn from direct hospital conversations into system improvements — solving problems once, for everyone. - Voice of the Hospital: Represent the realities of the hospitals you serve across the company, ensuring product, education, and marketing decisions reflect what veterinary teams actually experience. Who You Are 🐱‍💻 - Must Haves: - Veterinary Practice Experience: Required. Clinical, practice management, client services, and operations backgrounds all count — but you need to understand how these teams work from the inside. - Customer-Facing Experience: 2+ years in a role focused on customer retention or growth, in any industry. - Automation & CRM Experience: Experience building automated communications in any CRM or engagement platform. We expect our tools to evolve, and we want someone energized by that. - Builder Mindset: You take a goal and make it happen, even without a step-by-step plan. - Strong Written Communication: You write clearly and practically for hospital teams, not just internal stakeholders. - Preferred: - Instinct Software Experience: Strongly preferred. Hands-on use of Instinct EMR and/or Instinct Treatment Plan 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 $80,000 - $110,000. This range reflects a mix of base salary and variable compensation earned through performance, and 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

Deine Rolle Das Sammeln und Verifizieren von Nachweisen für Compliance oder Nachhaltigkeitsanforderungen ist für Unternehmen heute eine gewaltige operative Hürde. Das Nachweis-Management ist oft fragmentiert und manuell.Sunhat schließt diese "Proof Gap". Wir sind die Collaborative Proof Platform, die verstreute Daten in eine zentrale, verifizierte Proof Library überführt Als Trusted Advisor für unsere Kundschaft sorgst du dafür, dass Sunhat vollständig in die ESG- und Compliance-Prozesse integriert wird. Mit deinem fundierten Verständnis für die Pain Points bei Ratings und Audits schlägst du die Brücke zwischen regulatorischer Pflicht und technologischer Exzellenz. Dein Ziel ist es, nachhaltige Strukturen aufzubauen, die für unsere Kund:innen zum echten Wachstumstreiber werden. Deine Aufgaben - Implementation & High-Touch Onboarding: Du führst Neukund:innen durch den Prozess und stellst sicher, dass Sunhat technisch und fachlich perfekt in deren Organisation implementiert wird. - Strategic Advisory: Du bist die zentrale Ansprechperson für Sustainability Teams. Du erklärst nicht nur die Software, sondern hilfst ihnen, komplexe Frameworks (MSCI, ISS, ISO) effizient in Sunhat abzubilden. - Adoption & Value Creation: Du analysierst die Plattformnutzung, erkennst Hürden und sorgst proaktiv dafür, dass unsere User den maximalen geschäftlichen Nutzen (z.B. besseres Rating-Management) erzielen. - Feedback Loop & Product Influence: Du bist die „Voice of the Customer“. Du übersetzt regulatorische Anforderungen und Kundenfeedback in konkrete Impulse für unser Produkt-Team. - Knowledge Leadership: Du erstellst Best Practices und Guides, die unseren Kund:innen helfen, die ESG-Transformation operativ zu meistern. Dein Profil - ESG-Fachkraft: Du hast ein fundiertes Verständnis von ESG-Ratingsystemen (MSCI, ISS, Dow Jones Sustainability Index oder FTSE). Du weißt, wie diese Scores zustande kommen und wie Unternehmen sie beeinflussen können. - Compliance-Expertise: Du hast Erfahrung mit ISO-Standards (z.B. 14001, 9001) und verstehst das Prinzip von Managementsystemen und Audits. - SaaS-Erfahrung: Du hast bereits in einer kundenzentrierten Rolle (CSM, Account Management oder Consulting) gearbeitet und weißt, wie man Software-Adoption in großen Organisationen treibt. - Persönlichkeit: Du bist extrovertiert, energiegeladen und liebst es, aktiv Fragen zu stellen. Du agierst sicher auf Augenhöhe mit dem Management und Sustainability Teams. - Analytischer Techie: Excel und Google Sheets sind deine Homebase. Du liebst es, komplexe Datenstrukturen in logische Prozesse zu übersetzen. - Sprachkenntnisse: Du kommunizierst fließend auf Deutsch und Englisch. Ein großes Plus ist Französisch, um unsere Kundschaft in Frankreich optimal zu begleiten. Benefits - Competitive Pay & Equity: Wir bieten dir ein marktgerechtes Gehaltspaket und Optionen für Unternehmensanteile. - Flexibles Arbeiten: Du kannst vollständig remote innerhalb Deutschlands zu arbeiten oder unsere Offices in Köln, Hamburg und Berlin nutzen. - Family First: Wir unterstützen deine Work-Life-Balance durch hohe zeitliche und örtliche Flexibilität. - Tech Stack & Tools: Von Macbook bis Software – du bekommst alles, was du brauchst, um richtig durchzustarten. - Continuous Learning: Du profitierst von einem Weiterbildungsbudget für Kurse, Konferenzen und mehr. - Feelgood Budget: monatlich 50 € steuerfreier Sachbezug für Shopping-Gutscheine oder deine Urban Sports Club Mitgliedschaft. Bereit, Großes zu bewirken? Interessiert an der Rolle, aber nicht sicher, ob du alle Kriterien zu 100% erfüllst? Bewirb dich trotzdem. Wir suchen keine perfekten Lebensläufe, sondern Persönlichkeiten mit Potential und Begeisterung für unsere Mission.Als Arbeitgeber, der Chancengleichheit fördert, ermutigen wir alle Personen unabhängig ihres Hintergrunds, sich zu bewerben.

• Lifecycle Management: Lead implementation and post-sale experiences for a diverse portfolio, prioritizing NHS accounts. • Strategic Growth: Develop account plans to maximize lifetime value, identify expansion opportunities, and exceed clinical/economic targets. • Project Oversight: Navigate NHS-specific compliance and procurement frameworks to ensure seamless project delivery. • Data-Driven Insights: Use quantitative reporting and business reviews to demonstrate ROI and "storytell" product value. • Relationship Building: Act as a trusted advisor to partners, managing both proactive strategy and reactive queries.

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. We are actively seeking a Manager for our Customer Architects (CA) in EMEA Central with demonstrable experience in leading successful teams. You will have an understanding of technology and hands-on experience in key IT domains, notably Observability, Cybersecurity, and Enterprise Search. You should possess a strong technical background, preferably with experience in cloud-based software solutions. We value individuals who are passionate about staying at the forefront of technology trends with a growth mindset and excited to learn and implement new technologies. While previous experience with Elastic solutions is not a prerequisite, an eagerness to adopt our suite of solutions and apply them effectively to solve our customers' challenges is critical. This key role involves not only driving the consumption of our Elastic solutions by aligning them with customer business objectives but also onboarding customers, securing adoption, and facilitating expansion. You will lead a team working in tandem with the customer and complementary groups like Field and Services Teams to ensure that Elastic solutions are exceeding customer’s expectations. . Your proven leadership, eye for business, and ability to identify/deliver value will accelerate and improve the customer experience leading to customer continued satisfaction and expansion within the elastic portfolio. Key responsibilities - Leading and growing a team of CA's in EMEA Central region. - Owning a full portfolio of Enterprise customers, you will be responsible for Renewal Rates, Customer Consumption, and a measure of Expansion - Leading and guiding the entire post-sales customer lifecycle, including onboarding, ongoing initiatives, and renewal phases - Strategizing with the direct sales organization on account planning, growth, and renewals - Acting as an escalation point for renewals strategy, critical account issues, and ongoing account planning - Accurately forecasting renewals and upsells - Providing leadership and vision to Global Leadership Team, spearheading a number of strategic initiatives What you bring to the role - Dynamic leadership skills, demonstrable of experience leading and growing Customer Success teams - Minimum of 10 years of experience in a CSM, Technical Account Management or Pre Sales related role in a relative and fast-paced technology company - Minimum of 5 years in a post-sales, Customer Success Leadership role, overseeing a team of individual contributors - Track record of developing close relationships with sales and other related organizations - Ability to manage and lead internal strategic initiatives - Demonstrated experience building the processes and procedures of an evolving team - Strategic, analytical thinker who isn’t afraid to roll up their sleeves and get into the weeds - A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals - An understanding of Software Development life cycles and project management skills - A deep understanding of Big Data and the techniques used to build modern complex data systems at scale - Effective communicator of programs and concepts at all levels - High degree of integrity and honesty; demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations Bonus Points: - Knowledge of Big Data, Cloud, NoSql, Search, and Logging products #LI-PF1 Additional Information - We Take Care of Our People As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. - Competitive pay based on the work you do here and not your previous salary - Health coverage for you and your family in many locations - Ability to craft your calendar with flexible locations and schedules for many roles - Generous number of vacation days each year - Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service - Up to 40 hours each year to use toward volunteer projects you love - Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic. Please see here for our Privacy Statement.