Founding Customer Success Manager

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 entire customer relationship from onboarding through renewal, and your work will directly shape how the company builds trust with a non-bilingual, German-speaking customer base. As the first dedicated CSM hire, you will define the processes and playbooks that the team grows around.

What You'll Do

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• Own the full customer journey including onboarding, ongoing support, check-ins, renewals, and expansion.
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• Handle support tickets and serve as the primary point of contact for veterinary practice customers.
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• Conduct regular check-in calls with customers in German.
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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 to share with product and engineering teams.
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• Build and document CS processes, playbooks, and customer-facing resources from the ground up.

What We're Looking For

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• Native or C2-level German speaker; most customers are German veterinarians who are not bilingual, so fluent German is essential for all calls and written communication.
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• Strong written and verbal English skills as well.
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• 1 to 4 years of experience in a Customer Success Manager, Account Manager, or similar customer-facing role, ideally in a SaaS or B2B environment.
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• Demonstrated track record of managing churn and retention, and running upsell or expansion conversations.
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• Experience contributing to or building customer-facing documentation, FAQs, or training materials.
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• Comfortable owning a broad scope end-to-end in an early-stage, founding-team environment.
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• Familiarity with SaaS metrics such as churn rate and NRR is a plus.
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• Background in or practical exposure to veterinary or healthcare settings is a strong plus.

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.