Customer Success Manager

ABOUT THE ROLE Own the end-to-end customer journey for a healthtech software service used by veterinary practices. As the first dedicated customer success hire, you will build trusted customer relationships and establish processes that support 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 to retain at-risk accounts. - Identify and pursue relevant upsell opportunities with existing customers. - Gather and synthesize customer feedback for product and engineering teams. - Create customer success processes, playbooks, documentation, FAQs, and training materials. - Automate operational processes where appropriate. 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 spoken English. - Experience managing the customer journey, including support tickets, check-in calls, churn analysis, retention, and expansion conversations. - Familiarity with SaaS or subscription-based services and customer metrics such as churn rate or net revenue retention. - Comfort with business software, email management, and digital organization tools. - Experience in a veterinary practice or healthcare environment is useful. COMPENSATION & BENEFITS Salary range: €60,000 to €70,000 annually. Visa sponsorship is not available. LOCATION On-site in Berlin, Germany.