Founding Customer Success Manager

About the role

This is a founding Customer Success Manager position at an early‑stage healthtech startup serving veterinary practices in Germany. You will own the entire customer relationship from onboarding through renewal, shaping how the company builds trust with a German‑speaking customer base.

Key responsibilities

• Own the full customer journey, from onboarding through renewal and expansion.
• Handle support tickets and act as the primary point of contact for veterinary practice customers.
• Conduct regular check‑in calls in German and analyse churn signals to proactively retain at‑risk accounts.
• Identify and execute upsell and expansion opportunities across the customer base.
• Collect and synthesize customer feedback for product and engineering teams.
• Build and document customer‑success processes, playbooks and customer‑facing resources from the ground up.

Required profile

• Native or C2‑level German speaker; fluent in German for all calls and written communication.
• Strong written and verbal English skills.
• 1–4 years of experience in a Customer Success, Account Management or similar role, preferably in SaaS or B2B.
• Proven track record of managing churn, retention and conducting upsell conversations.
• Experience creating customer‑facing documentation, FAQs or training materials.
• Comfortable owning end‑to‑end responsibilities in an early‑stage, founding‑team environment.

What we offer

• Salary range €60,000 – €70,000 per year.
• Full‑time, on‑site position in Berlin, Germany.
• No visa sponsorship available.