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.