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.