Customer Success Manager
At a glance
Manager-level Customer Success role at Clera. Berlin · full-time · €60,000–€70,000 base.
growthroles summary, based on the employer's posting.
What you'll do
- Guide veterinary practices from onboarding through support, regular check-ins, renewals and account growth
- Answer support requests and act as the main contact for veterinary practice customers
- Hold customer check-ins in German and watch for signs that an account may leave
- Find expansion opportunities and work with product and engineering teams to relay customer feedback
- Build success playbooks and workflows, automate operations, and create customer guides or training
What you bring
- One to four years in a full-time customer-facing role such as customer success, account management or support
- Native German or C2 proficiency, plus strong written and spoken communication in German and English
- Experience owning customer relationships across support, retention and expansion conversations
Who this fits
This role suits someone ready to establish customer success practices while managing veterinary practice relationships end to end. It is an on-site position in Berlin, and visa sponsorship is unavailable.
From the employer
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.
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