Customer Success Manager
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.
