Founding Customer Success Manager

ABOUT THE ROLE This is a founding Customer Success Manager role at an early-stage healthtech startup serving 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 lasting trust with a traditional, largely non-bilingual customer base of German veterinarians. WHAT YOU'LL DO - Own the complete customer lifecycle, including onboarding, ongoing support, check-ins, renewals, and account expansion. - Serve as the primary point of contact for veterinary practice customers, handling support tickets and inquiries in German. - Run regular check-in calls with customers to maintain strong relationships and surface issues early. - 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, then communicate key insights to product and engineering teams. - Build and document CS processes and playbooks as the first dedicated CSM hire. WHAT WE'RE LOOKING FOR - 3 to 6 years of experience in a Customer Success, Account Management, or similar customer-facing role, ideally in a SaaS or B2B environment. - Native or C2-level German speaker, with strong written and verbal English as well. - Demonstrated track record of managing churn and retention, and running upsell or expansion conversations. - Experience collecting and synthesizing customer feedback for internal product teams. - Comfortable creating customer-facing documentation, FAQs, or training materials. - Self-directed and proactive working style, with the confidence to own broad scope as an early hire. - Familiarity with SaaS metrics such as churn rate or NRR is a plus. - Any background in veterinary or healthcare environments is a strong bonus. 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-office position.