About this role
About the Role
As the first dedicated customer success hire at a healthtech startup, you will own the end-to-end customer journey for veterinary practices. You will help customers get value from the service while building the processes that support strong relationships and retention.
What You'll Do
-
Guide customers through onboarding, ongoing support, check-ins, renewals, and expansion.
-
Handle support tickets and serve as the primary point of contact for veterinary practices.
-
Conduct regular customer check-in calls in German.
-
Monitor churn signals and take proactive steps to retain at-risk customers.
-
Identify and pursue upsell opportunities with existing customers.
-
Gather and share customer feedback with product and engineering teams.
-
Create customer success processes, playbooks, and operational automations.
-
Contribute to customer-facing documentation, FAQs, or training materials.
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.
-
Native or C2-level German proficiency, with strong written and verbal communication skills in German and English.
-
Experience managing customer relationships end to end, including support, retention, and expansion conversations.
-
Ability to identify churn risks, implement retention strategies, automate operational processes, and communicate customer feedback clearly.
-
Comfort using business software, email tools, and digital organization systems.
-
Familiarity with SaaS or subscription business models and customer metrics such as churn rate or net revenue retention is helpful.
-
Practical experience in a veterinary practice or another healthcare setting is helpful.
Compensation & Benefits
Annual salary: €60,000 to €70,000. Visa sponsorship is not available.
Location
On-site in Berlin, Germany.