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.