Customer Success Manager

ABOUT THE ROLE As the first dedicated Customer Success Manager at an early-stage veterinary healthtech startup, you will own the customer journey for veterinary practices, from onboarding through renewals and expansion. You will help build trusted relationships with German-speaking customers while establishing the processes that support retention and product improvement. WHAT YOU'LL DO - Manage onboarding, ongoing support, customer check-ins, renewals, and expansion. - Serve as the primary contact for veterinary practices and respond to support tickets. - Conduct regular check-in calls in German and proactively address customer concerns. - Monitor churn signals and implement retention strategies for at-risk accounts. - Identify and conduct upsell and expansion conversations with existing customers. - Gather, synthesize, and share customer feedback with product and engineering teams. - Build customer success processes, playbooks, documentation, FAQs, and training materials. - Automate customer success workflows where appropriate. WHAT WE'RE LOOKING FOR - One to four years of experience in a full-time Customer Success Manager, Account Manager, customer support, or similar customer-facing role. - Native or C2-level German proficiency and strong written and spoken English. - Experience managing customer retention, identifying churn risks, and conducting expansion conversations. - Strong communication and organization skills, with proficiency in business software, email, and digital organization tools. - Familiarity with SaaS or subscription business models and customer metrics such as churn rate or net revenue retention. - Practical experience in a veterinary practice is a plus. COMPENSATION & BENEFITS Salary: €60,000 to €70,000 annually. Visa sponsorship is not available. LOCATION On-site in Berlin, Germany.