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 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

• Own the complete customer lifecycle, including onboarding, ongoing support, check-ins, renewals, and account expansion.

• Serve as the primary point of contact for veterinary practice customers, handling support tickets and inquiries in German.

• Run regular check-in calls with customers to maintain strong relationships and surface issues early.

• Analyze churn signals and proactively intervene to retain at-risk accounts.

• Identify and execute upsell and expansion opportunities across the customer base.

• Collect and synthesize customer feedback, then communicate key insights to product and engineering teams.

• Build and document CS processes and playbooks as the first dedicated CSM hire.

What We're Looking For

• 3 to 6 years of experience in a Customer Success, Account Management, or similar customer-facing role, ideally in a SaaS or B2B environment.

• Native or C2-level German speaker, with strong written and verbal English as well.

• Demonstrated track record of managing churn and retention, and running upsell or expansion conversations.

• Experience collecting and synthesizing customer feedback for internal product teams.

• Comfortable creating customer-facing documentation, FAQs, or training materials.

• Self-directed and proactive working style, with the confidence to own broad scope as an early hire.

• Familiarity with SaaS metrics such as churn rate or NRR is a plus.

• 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.