Customer Success Manager

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.