About the 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.