Sales & Customer Experience Operations Manager

🕒 May 20

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Instinct Science

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

🏢 Enterprise

💰 Venture Round on 2022-11

Healthcare Insurance • Software • Enterprise

Instinct Science is a company that specializes in cutting-edge veterinary software designed to enhance the operational efficiency and patient care of the world's leading animal hospitals. At its core, Instinct offers an Electronic Medical Record (EMR) platform that integrates digital treatment sheets, streamlining workflows and reducing errors. The software serves emergency and specialty hospitals, corporate groups, and university teaching centers by providing features such as automated billing, drug calculators, patient safety warnings, and hospital-wide communication boards. Founded by veterinary professionals, Instinct is committed to creating intuitive and tailored solutions for modern veterinary practices, ultimately aiming to improve patient outcomes and staff efficiency.

📋 Description

• Own the operational infrastructure of the sales process: pipeline stage definitions, forecasting methodology, opportunity hygiene standards, and CRM governance in HubSpot • Build and maintain sales automation workflows covering lead handoff from marketing, deal progression triggers, task routing, and follow-up sequences • Partner with Sales leadership on territory design, quota support, and capacity planning; translate headcount and coverage decisions into operational systems • Administer and optimize Glyphic (AI intelligence tool) across the sales and broader GTM organization, ensuring adoption, data quality, and insight delivery to leadership • Manage the deal desk process including approval workflows, discount governance, and exception tracking; instrument these processes to reduce friction while maintaining controls • Produce and maintain sales performance reporting in HubSpot, including pipeline coverage, velocity, conversion rates, and rep-level productivity metrics • Own the operational systems that support Customer Success and Support teams, including Intercom administration, lifecycle stage management, and health scoring infrastructure • Design and maintain automated customer onboarding workflows, ensuring that handoffs from Sales to CX are instrumented, timely, and customer-centric • Build and manage renewal and expansion workflows: early warning systems, at-risk account routing, upsell and cross-sell trigger logic, and renewal pipeline tracking • Instrument customer health models; ensure data inputs are automated and scoring logic is regularly reviewed and recalibrated • Partner with Support and CS leadership to identify operational bottlenecks and build the automation or process changes that eliminate them • Partner with Sales and Customer Success leadership to design commission and incentive compensation plans that align rep behavior with company revenue goals and customer outcomes • Maintain automation around compensation tracking where possible, reducing manual calculation risk and improving cycle time • Design and deploy AI-powered workflows across the sales and customer experience stack, using tools such as Glyphic, Clay, Claude, and similar platforms to reduce manual work and increase signal quality • Collaborate with Marketing Operations to ensure shared data standards, clean lifecycle transitions, and consistent attribution across the full customer journey

🎯 Requirements

• 6+ years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or a closely related discipline • HubSpot expertise is required; advanced CRM administration experience including pipeline configuration, workflow automation, and reporting • Hands-on experience building AI-powered workflows and automations using tools such as Clay, Claude, n8n, or equivalent platforms • Experience with data enrichment tools (Clay, Orbital, or similar) and multi-system integration management • Proven ability to design and operate customer health scoring, renewal workflows, and expansion automation in a SaaS environment • Strong analytics capability; proficiency with Metabase, Mixpanel, or equivalent BI tools; ability to build and maintain GTM dashboards independently • Track record of operating effectively as a team of one: strong documentation discipline, systems thinking, and the judgment to prioritize high-leverage work • Intercom experience is strongly preferred; candidates with hands-on administration experience across the support and lifecycle automation features will be prioritized • Glyphic experience is strongly preferred; familiarity with AI intelligence tools for sales and GTM workflows is a meaningful differentiator • Experience in a multi-product SaaS environment preferred

🏖️ Benefits

• medical, dental and vision benefits • 401K with match • owner-like flexibility over work and time-off • time to innovate and Flow State Fridays • a generous stipend that can be used for almost anything to allow you to bring your best self to work • all-expense-paid time throughout the year together, including at our annual retreat