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 relationship from onboarding through renewal, and your work will directly shape how the company builds trust with a non-bilingual, German-speaking customer base. As the first dedicated CSM hire, you will define the processes and playbooks that the team grows around.
What You'll Do
Own the full customer journey including onboarding, ongoing support, check-ins, renewals, and expansion.
Handle support tickets and serve as the primary point of contact for veterinary practice 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 to share with product and engineering teams.
Build and document CS processes, playbooks, and customer-facing resources from the ground up.
