Sales & Customer Experience Operations Manager

Sales & Customer Experience Operations Manager

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 Sales & Customer Experience Operations Manager is a senior individual contributor responsible for the systems, processes, and analytics that drive performance across the full post-lead customer journey: from sales pipeline management through onboarding, retention, and expansion. Reporting to the VP of Revenue Operations, this role partners closely with Sales, Customer Success, and Support leadership to ensure every handoff is clean, every process is instrumented, and every tool is optimized to help the people who use it serve customers better.

This role demands someone who thinks in systems and acts with urgency. You are comfortable advising a Sales leader on pipeline governance in the morning and rebuilding a broken Intercom workflow in the afternoon. You approach every manual process as a problem to be automated, and every tool as an opportunity to reduce friction for the customer. You are AI-first in your orientation, leveraging AI intelligence tools, workflow automation, and data enrichment to continuously raise the bar on what the revenue team can accomplish without adding headcount. You are relentlessly focused on the customer journey, understanding that operational decisions downstream of the sale are just as determinative of customer experience as anything that happens before it.

What You'll Do

Sales Operations

• 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.

Customer Experience Operations

• 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.

Compensation Plan Design & Administration

• 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.
• Translate approved plan structures into formal compensation plan documents; manage the review and signature process through to execution.
• Perform monthly commission calculations for all plan participants; deliver accurate, auditable outputs to Finance on schedule and resolve disputes with speed and transparency.
• Maintain compensation plan documentation, eligibility records, and change logs; ensure Finance and People Operations have the data they need for payroll and accruals.
• Build and maintain automation around compensation tracking where possible, reducing manual calculation risk and improving cycle time.

AI, Automation & Systems Intelligence

• 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.
• Use Orbital and Clay for data enrichment and account intelligence, ensuring Sales and CX teams have accurate, current data without manual research burden.
• Continuously audit the GTM tool stack for redundancy, integration gaps, and automation opportunities; maintain a roadmap of improvements in partnership with the VP RevOps.
• Document all systems, workflows, and processes thoroughly; operate as a team of one with the discipline and rigor that requires.

Reporting & Performance Management

• Build and maintain dashboards and reporting for Sales and CX leadership covering pipeline, bookings, retention, expansion, and support performance.
• Define and enforce metric definitions; proactively identify and resolve discrepancies across systems.

Cross-Functional Partnership

• Serve as the operational partner to Sales and Customer Success leadership: run operating rhythms, translate strategy into systems, and deliver data that drives decisions.
• Collaborate with Marketing Operations to ensure shared data standards, clean lifecycle transitions, and consistent attribution across the full customer journey.
• Partner with Revenue Operations peers and the VP RevOps to align on RevTech priorities, integration design, and cross-functional performance reporting.

Who You Are

• Must Haves:
  • 6+ years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or a closely related discipline, with demonstrated end-to-end ownership of GTM systems and processes.
  • 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.
• Preferred:
  • 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.

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.