Founding Customer Success Manager

About the Role

This is a founding Customer Success Manager role at an early-stage healthtech startup building software for 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 trust with a traditional, largely non-bilingual customer base of German veterinarians.

What You'll Do

• Own onboarding, ongoing support, check-in calls, renewals, and account expansion for veterinary practice customers.

• Handle support tickets and serve as the primary point of contact for customers.

• Conduct regular check-in calls with customers in German.

• 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 and communicate it clearly to product and engineering teams.

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

What We're Looking For

• Native or C2-level German speaker, required for calls and tickets with non-bilingual veterinary customers.

• 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.

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

• Experience collecting and relaying customer feedback to cross-functional teams.

• Experience creating or contributing to customer-facing documentation, FAQs, or training materials.

• Strong, clear, and professional communication skills in both German and English.

• Self-directed and proactive working style, comfortable owning a broad scope as an early hire.

• Familiarity with SaaS business models and customer metrics such as churn rate and NRR is a plus.

• Practical background in a veterinary practice environment is a 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-person position.