About this role
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.