Customer Success Manager

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.

Responsibilities

• 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.

Requirements

• 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.

Preferred

• Experience in a veterinary practice or healthcare environment is useful.

Pay

Salary range: €60,000 to €70,000 annually. Visa sponsorship is not available.

Location

On-site in Berlin, Germany.