Founding Customer Success Manager
About the Role
As the first dedicated Customer Success Manager at an early-stage veterinary healthtech company, you will own the customer journey for veterinary practices, from onboarding through renewal and expansion. You will help customers get value from the service while building the processes and feedback loops that support customer retention and product improvement.
What You'll Do
Manage onboarding, support tickets, proactive check-ins, renewals, and expansion for veterinary practice customers.
Serve as the primary customer contact and conduct regular check-in calls in German.
Monitor customer health and churn signals, then take proactive steps to retain at-risk accounts.
Identify and lead appropriate upsell and expansion conversations with existing customers.
Gather and synthesize customer feedback for product and engineering teams.
Create customer-facing documentation, FAQs, and training materials.
Build customer success processes and playbooks, including opportunities to automate repeatable work.
What We're Looking For
Approximately 1 to 4 years
