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About the Role
Roger is a platform that digitally streamlines dental practices, handling appointment reminders, WhatsApp communication, recalls, HKP dispatch, and anamnesis forms, alongside services like ZMV and reception. We enable practices to focus on patient care rather than administrative tasks. We are a fast-growing startup offering autonomy and a great team environment. As a Customer Success Manager, you will drive growth by supporting clients, building relationships, ensuring they maximize Roger's value, actively reducing churn, and ensuring long-term client success.
Responsibilities
- Onboarding & Customer Support: Guide clients (dental practices) from implementation to successful Roger usage, ensuring a smooth introduction and positive long-term customer experience.
- Churn Management: Analyze reasons for churn, develop countermeasures, and ensure long-term customer retention.
- Analysis & Reporting: Monitor relevant KPIs and derive measures for revenue increase and churn reduction.
- Revenue Growth: Develop and implement strategies for cross-selling and upselling to existing customers.
- Teamwork: Collaborate closely with Sales, Product, and Marketing to integrate customer needs directly into product development.
Requirements
- Experience in a dental practice (ZFA/ZMV/Reception) or in Customer Success Management (knowledge of the dental field is a plus).
- Customer focus: Enjoy consulting, process optimization, and long-term customer loyalty.
- Communication: Strong communication and consulting skills, empathy, and enthusiasm.
- Data & Tools: Proficient with KPIs, reports, and CRM tools.
- Growth mindset: Interest or experience in cross-sell, upsell, and churn management.
- Startup mentality: Hands-on, flexible, and motivated to take responsibility in a dynamic environment.
- Language skills: Native-level German and very good English.
Skills
- Customer Success Management
- Onboarding
- Customer Support
- Churn Management
- KPI Analysis
- Reporting
- CRM Tools
- Cross-selling
- Upselling
- Consulting
- Process Optimization
- Communication
- Empathy
- Enthusiasm
- Growth Mindset
- Startup Mentality
- German (Native)
- English (Fluent)
Location
- Berlin, Germany
Work Type
- Hybrid
- Full-time
Experience Level
- Customer Success Management experience
- Dental practice experience
Salary/Compensations
- Performance-oriented and competitive salary
Benefits
- Attractive, performance-oriented, and competitive salary.
- Modern office in the heart of Berlin (Münzstraße 21, 10178 Berlin) with hybrid work options.
- Mentorship and structured onboarding with personal support.
- Career opportunities for rapid growth in a highly scalable startup.
- Motivated team environment with smart and inspiring colleagues.
- Dynamic startup culture with significant impact in the healthcare industry.
About the Company
- We are a fast-growing startup with short decision-making paths, high levels of autonomy, and a great team.
- Roger is the platform that digitally streamlines dental practices.