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About the Role
As the first dedicated Customer Success Manager at a veterinary healthtech company, you will own the customer journey for veterinary practices, ensuring they derive value from the service and building processes for long-term retention and growth.
Responsibilities
- Manage onboarding, ongoing support, customer check-ins, renewals, and account expansion.
- Handle support tickets and serve as the primary contact for veterinary practice customers.
- Conduct regular customer calls in German.
- Monitor churn signals and proactively work with at-risk customers to improve retention.
- Identify and pursue appropriate upsell opportunities with existing customers.
- Gather and share customer feedback with product and engineering teams.
- Build customer success processes, playbooks, and operational workflows.
- Create or contribute to customer-facing documentation, FAQs, and training materials.
Requirements
- 1 to 4 years of experience in customer success, account management, customer support, or a similar customer-facing role.
- Native or C2-level German, with strong written and verbal communication skills in German and English.
- Experience managing customer relationships across support, check-ins, retention, and expansion.
- Ability to identify churn risks, take proactive retention steps, and communicate customer feedback clearly.
- Comfort with business software, email management, and digital organization tools.
- Experience automating operational processes.
- Familiarity with SaaS or subscription services and customer metrics such as churn rate or net revenue retention is helpful.
- Practical experience in a veterinary practice, such as through an internship, apprenticeship, or part-time work, is helpful.
Skills
- Customer Success
- Account Management
- Customer Support
- German Language Proficiency
- English Language Proficiency
- Customer Relationship Management
- Churn Reduction
- Upselling
- Customer Feedback Analysis
- Process Building
- Documentation Creation
- SaaS
- Business Software Proficiency
- Automation
Location
- Berlin, Germany
Work Type
- On-site
- Full-time
Experience Level
- 1-4 years
Salary/Compensations
- €60,000 to €70,000
Benefits
- Visa sponsorship is not available.
About the Company
- Veterinary healthtech company