Founding Customer Success Manager

ABOUT THE ROLE This is a founding Customer Success Manager role at an early-stage healthtech startup building software for 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 trust with a traditional, largely non-bilingual customer base of German veterinarians. WHAT YOU'LL DO - Own onboarding, ongoing support, check-in calls, renewals, and account expansion for veterinary practice customers. - Handle support tickets and serve as the primary point of contact for customers. - Conduct regular check-in calls with customers in German. - 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 and communicate it clearly to product and engineering teams. - Build and document CS processes and playbooks as the first dedicated CSM hire. WHAT WE'RE LOOKING FOR - Native or C2-level German speaker, required for calls and tickets with non-bilingual veterinary customers. - 1 to 4 years of experience in a Customer Success Manager, Account Manager, or similar customer-facing role, ideally in a SaaS or B2B environment. - Demonstrated track record managing churn and retention, and running upsell or expansion conversations. - Experience collecting and relaying customer feedback to cross-functional teams. - Experience creating or contributing to customer-facing documentation, FAQs, or training materials. - Strong, clear, and professional communication skills in both German and English. - Self-directed and proactive working style, comfortable owning a broad scope as an early hire. - Familiarity with SaaS business models and customer metrics such as churn rate and NRR is a plus. - Practical background in a veterinary practice environment is a plus. 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-person position.