Founding Customer Success Manager

About the Role

This is a founding Customer Success Manager role at an early-stage healthtech startup serving veterinary practices in Germany. You will own the entire customer journey end to end, from onboarding through renewal, and play a direct role in shaping how the company builds lasting relationships with a traditional, largely non-bilingual customer base of German veterinarians.

What You'll Do

Own the full customer lifecycle: onboarding, ongoing support, check-ins, renewals, and expansion.

Serve as the primary point of contact for veterinary practice customers, handling support tickets in German and English.

Run regular proactive check-in calls with customers, conducted in German.

Analyze churn signals and intervene proactively to retain at-risk accounts.

Identify and execute upsell and expansion opportunities across the customer base.

Collect and synthesize customer feedback to share with product and engineering teams.

Build CS processes and playbooks from the ground up as the first dedicated hire in this function.

What We're Looking For

Native or C2-level German speaker; fluent English as well.

1 to 4 years of experience in a customer success, account management, or customer-facing support role, ideally in a SaaS or B2B environment.

Demonstrated track record managing churn and retention, and running upsell or expansion conversations.

Experience collecting, synthesizing, and communicating customer feedback to internal product and engineering teams.

Comfortable building or automating CS processes in a founding, broad-scope role.

Experience creating customer-facing documentation, FAQs, or training materials.

Familiarity with SaaS metrics such as churn rate and NRR is a plus.

Any practical background in a veterinary or healthcare environment is a strong bonus.

Compensation & Benefits

Salary range: 60,000 to 70,000 EUR annually . Visa sponsorship is not available for this role.

Location

On-site in Berlin, Germany .