Founding Customer Success Manager

ABOUT THE ROLE

As the first dedicated Customer Success Manager at an early-stage veterinary healthtech company, you will own the customer journey for veterinary practices, from onboarding through renewal and expansion. You will help customers get value from the service while building the processes and feedback loops that support customer retention and product improvement.

WHAT YOU'LL DO

• Manage onboarding, support tickets, proactive check-ins, renewals, and expansion for veterinary practice customers.
• Serve as the primary customer contact and conduct regular check-in calls in German.
• Monitor customer health and churn signals, then take proactive steps to retain at-risk accounts.
• Identify and lead appropriate upsell and expansion conversations with existing customers.
• Gather and synthesize customer feedback for product and engineering teams.
• Create customer-facing documentation, FAQs, and training materials.
• Build customer success processes and playbooks, including opportunities to automate repeatable work.

WHAT WE'RE LOOKING FOR

• Approximately 1 to 4 years of experience in a full-time Customer Success Manager, Account Manager, customer support, or similar customer-facing role.
• Native or C2-level German, with strong written and verbal communication skills in both German and English.
• Experience managing churn and retention, conducting expansion conversations, and sharing customer feedback with product or engineering teams.
• Comfort using business software, email tools, and digital organization systems, with experience automating customer success processes.
• Familiarity with SaaS or subscription services and customer metrics such as churn or net revenue retention is useful.
• Practical experience in a veterinary practice or healthcare setting is a plus.
• Comfortable taking ownership of a broad scope and building processes in an early-stage environment.

COMPENSATION

& BENEFITS Salary range: €60,000 to €70,000 annually. Visa sponsorship is not available. LOCATION On-site in Berlin, Germany.