Customer Success Manager

About the Role

As the first dedicated Customer Success Manager at a veterinary healthtech company, you'll own the customer journey for veterinary practices. You'll help customers get value from the service while building the processes that support long-term retention and growth.

What You'll Do

Manage onboarding, ongoing support, customer check-ins, renewals, and account expansion.

Handle support tickets and serve as the primary contact for veterinary practice customers.

Conduct regular customer calls in German.

Monitor churn signals and proactively work with at-risk customers to improve retention.

Identify and pursue appropriate upsell opportunities with existing customers.

Gather and share customer feedback with product and engineering teams.

Build customer success processes, playbooks, and operational workflows.

Create or contribute to customer-facing documentation, FAQs, and training materials.

What We're Looking For

1 to 4 years of experience in customer success, account management, customer support, or a similar customer-facing role.

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

Experience managing customer relationships across support, check-ins, retention, and expansion.

Ability to identify churn risks, take proactive retention steps, and communicate customer feedback clearly.

Comfort with business software, email management, and digital organization tools, as well as experience automating operational processes.

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

Practical experience in a veterinary practice, such as through an internship, apprenticeship, or part-time work, is helpful.

Compensation & Benefits

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

Location

On-site in Berlin, Germany.