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 entire customer journey end to end, from onboarding through renewal, and play a direct role in shaping how the company builds lasting relationships with a traditional, largely non-bilingual customer base of German veterinarians.

What You'll Do

• Own the full customer lifecycle: onboarding, ongoing support, check-ins, renewals, and expansion.

• Serve as the primary point of contact for veterinary practice customers, handling support tickets in German and English.

• Run regular proactive check-in calls with customers, conducted in German.

• Analyze churn signals and intervene proactively to retain at-risk accounts.

• Identify and execute upsell and expansion opportunities across the customer base.

• Collect and synthesize customer feedback to share with product and engineering teams.

• Build CS processes and playbooks from the ground up as the first dedicated hire in this function.

What We're Looking For

• Native or