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✓ 100% verification score · Source: Clera (ashby) · Always confirm final requirements on the original source.
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EmploymentFull-time
Overview
ABOUT THE ROLE
Full job description
ABOUT THE ROLE As the first dedicated Customer Success Manager at an early-stage veterinary healthtech startup, you will own the customer journey for veterinary practices, from onboarding through renewals and expansion. You will help build trusted relationships with German-speaking customers while establishing the processes that support retention and product improvement. WHAT YOU'LL DO
- Manage onboarding, ongoing support, customer check-ins, renewals, and expansion.
- Serve as the primary contact for veterinary practices and respond to support tickets.
- Conduct regular check-in calls in German and proactively address customer concerns.
- Monitor churn signals and implement retention strategies for at-risk accounts.
- Identify and conduct upsell and expansion conversations with existing customers.
- Gather, synthesize, and share customer feedback with product and engineering teams.
- Build customer success processes, playbooks, documentation, FAQs, and training materials.
- Automate customer success workflows where appropriate. WHAT WE'RE LOOKING FOR
- One to four years of experience in a full-time Customer Success Manager, Account Manager, customer support, or similar customer-facing role.
- Native or C2-level German proficiency and strong written and spoken English.
- Experience managing customer retention, identifying churn risks, and conducting expansion conversations.
- Strong communication and organization skills, with proficiency in business software, email, and digital organization tools.
- Familiarity with SaaS or subscription business models and customer metrics such as churn rate or net revenue retention.
- Practical experience in a veterinary practice is a plus. COMPENSATION & BENEFITS Salary: €60,000 to €70,000 annually. Visa sponsorship is not available. LOCATION On-site in Berlin, Germany.
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