About the role
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.