Customer Success Manager
clera · Berlin ·
- Work mode
- Onsite
- Employment
- Full time
- Category
- Customer success
About the Role
As the first dedicated Customer Success Manager at an early-stage veterinary healthtech startup, you will own the customer journey for veterinary practices, from onboarding through renewals and expansion. You will help build trusted relationships with German-speaking customers while establishing the processes that support retention and product improvement.
What You'll Do
Manage onboarding, ongoing support, customer check-ins, renewals, and expansion.
Serve as the primary contact for veterinary practices and respond to support tickets.
Conduct regular check-in calls in German and proactively address customer concerns.
Monitor churn signals and implement retention strategies for at-risk accounts.
Identify and conduct upsell and expansion conversations with existing customers.
Gather, synthesize, and share customer feedback with product and engineering teams.
Build customer success processes, playbooks, documentation, FAQs, and training materials.
Automate customer success workflows where appropriate.
What We're Looking For
One to four years of experience in a full-time Customer Success Manager, Account Manager, customer support, or similar customer-facing role.
Native or C2-level German proficiency and strong written and spoken English.
Experience managing customer retention, identifying churn risks, and conducting expansion conversations.
Strong communication and organization skills, with proficiency in business software, email, and digital organization tools.
Familiarity with SaaS or subscription business models and customer metrics such as churn rate or net revenue retention.
Practical experience in a veterinary practice is a plus.
Compensation & Benefits
Salary: €60,000 to €70,000 annually. Visa sponsorship is not available.
Location
On-site in Berlin, Germany.