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
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Manage onboarding, ongoing support, customer check-ins, renewals, and account expansion.
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Handle support tickets and serve as the primary contact for veterinary practice customers.
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Conduct regular customer calls in German.
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Monitor churn signals and proactively work with at-risk customers to improve retention.
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Identify and pursue appropriate upsell opportunities with existing customers.
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Gather and share customer feedback with product and engineering teams.
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Build customer success processes, playbooks, and operational workflows.
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Create or contribute to customer-facing documentation, FAQs, and training materials.
What We're Looking For
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1 to 4 years of experience in customer success, account management, customer support, or a similar customer-facing role.
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Native or C2-level German, with strong written and verbal communication skills in German and English.
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Experience managing customer relationships across support, check-ins, retention, and expansion.
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Ability to identify churn risks, take proactive retention steps, and communicate customer feedback clearly.
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Comfort with business software, email management, and digital organization tools, as well as experience automating operational processes.
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Familiarity with SaaS or subscription services and customer metrics such as churn rate or net revenue retention is helpful.
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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.
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