Customer Success Manager

About the Role

Own the end-to-end customer journey for a healthtech software service used by veterinary practices. As the first dedicated customer success hire, you will build trusted customer relationships and establish processes that support retention and growth.

What You'll Do

• Manage onboarding, ongoing support, customer check-ins, renewals, and account expansion.

• Handle support tickets and serve as the primary contact for veterinary practice customers.

• Conduct regular customer calls in German.

• Monitor churn signals and proactively work to retain at-risk accounts.

• Identify and pursue relevant upsell opportunities with existing customers.

• Gather and synthesize customer feedback for product and engineering teams.

• Create customer success processes, playbooks, documentation, FAQs, and training materials.

• Automate operational processes where appropriate.

What We're Looking For

• One to four years of experience in a full-time customer success, account management, customer support, or similar customer-facing role.