About the Role
This is a founding Customer Success Manager role at an early-stage healthtech startup serving veterinary practices in Germany. You will own the full customer journey end to end, and play a central part in shaping how the company builds lasting trust with a traditional, largely non-bilingual customer base of German veterinarians.
What You'll Do
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Own the complete customer lifecycle, including onboarding, ongoing support, check-ins, renewals, and account expansion.
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Serve as the primary point of contact for veterinary practice customers, handling support tickets and inquiries in German.
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Run regular check-in calls with customers to maintain strong relationships and surface issues early.
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Analyze churn signals and proactively intervene to retain at-risk accounts.
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Identify and execute upsell and expansion opportunities across the customer base.
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Collect and synthesize customer feedback, then communicate key insights to product and engineering teams.
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Build and document CS processes and playbooks as the first dedicated CSM hire.
What We're Looking For
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3 to 6 years of experience in a Customer Success, Account Management, or similar customer-facing role, ideally in a SaaS or B2B environment.
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Native or C2-level German speaker, with strong written and verbal English as well.
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Demonstrated track record of managing churn and retention, and running upsell or expansion conversations.
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Experience collecting and synthesizing customer feedback for internal product teams.
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Comfortable creating customer-facing documentation, FAQs, or training materials.
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Self-directed and proactive working style, with the confidence to own broad scope as an early hire.
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Familiarity with SaaS metrics such as churn rate or NRR is a plus.
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Any background in veterinary or healthcare environments is a strong bonus.
Compensation & Benefits
Salary range: 60,000 to 70,000 EUR annually. Visa sponsorship is not available for this role.
Location
On-site in Berlin, Germany. This is a full-time, in-office position.
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