Founding Customer Success Manager

ABOUT THE ROLE

As the first dedicated Customer Success Manager, 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 and establish the processes that support retention and growth.

WHAT YOU'LL DO

• Guide customers through onboarding, ongoing support, check-ins, renewals, and expansion.
• Respond to support tickets and serve as the primary contact for veterinary practice customers.
• Lead regular customer check-in calls in German.
• Monitor churn signals and take proactive steps to retain at-risk customers.
• Identify and manage upsell and expansion opportunities with existing customers.
• Gather and synthesize customer feedback for product and engineering teams.
• Build customer success processes, automate workflows, and create playbooks, FAQs, and training materials.

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, with strong written and spoken English.
• Experience owning customer relationships across support, proactive retention, churn analysis, and expansion conversations.
• Experience automating customer success processes and communicating customer feedback to product or engineering teams.
• Comfort with business software, email management, and digital organization tools, plus familiarity with SaaS, subscription services, or metrics such as churn and net revenue retention.
• Veterinary practice experience, such as an internship, apprenticeship, or part-time work, is useful.
• Enjoys taking initiative and building customer success practices in an early-stage environment.

COMPENSATION & BENEFITS

Base salary is €60,000 to €70,000 annually. Visa sponsorship is not available.

LOCATION

On-site in Berlin, Germany.