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.