Customer Success Manager

About the Role

As the first dedicated customer success hire at a healthtech startup, you will own the end-to-end customer journey for veterinary practices. You will help customers get value from the service while building the processes that support strong relationships and retention.

What You'll Do

• Guide customers through onboarding, ongoing support, check-ins, renewals, and expansion.

• Handle support tickets and serve as the primary point of contact for veterinary practices.

• Conduct regular customer check-in calls in German.

• Monitor churn signals and take proactive steps to retain at-risk customers.

• Identify and pursue upsell opportunities with existing customers.

• Gather and share customer feedback with product and engineering teams.

• Create customer success processes, playbooks, and operational automations.

• Contribute to customer-facing documentation, FAQs, or training materials.

What We're Looking For

• One to four years of experience in a full-time customer success, account management, customer support, or similar customer-facing role.

• Native or C2-level German proficiency, with strong written and verbal communication skills in German and English.

• Experience managing customer relationships end to end, including support, retention, and expansion conversations.

• Ability to identify churn risks, implement retention strategies, automate operational processes, and communicate customer feedback clearly.

• Comfort using business software, email tools, and digital organization systems.

• Familiarity with SaaS or subscription business models and customer metrics such as churn rate or net revenue retention is helpful.

• Practical experience in a veterinary practice or another healthcare setting is helpful.

Compensation & Benefits

Annual salary: €60,000 to €70,000. Visa sponsorship is not available.

Location

On-site in Berlin, Germany.