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 through onboarding, support, regular check-ins, renewals and account growth
- Answer customer tickets and act as the main contact for veterinary practice accounts
- Hold recurring customer conversations in German and spot signs that an account may leave
- Share customer feedback with product and engineering, then build playbooks, FAQs and training resources
- Streamline customer success operations and pursue relevant upsell opportunities
What you bring
- One to four years in a full-time customer-facing role such as customer success, account management or support
- Native or C2 German, plus strong written and spoken English
- Experience handling customer journeys across support, check-ins, churn, retention and expansion
- Working knowledge of SaaS or subscription services and measures such as churn or net revenue retention
Who this fits
This role suits someone ready to build customer success processes as the first dedicated hire. It is on-site in Berlin, and visa sponsorship is unavailable. The position covers both hands-on customer support and account growth.
From the employer
About the Role
Own the end-to-end customer journey for a healthtech software service used by veterinary practices. As the first dedicated customer success hire, you will build trusted customer relationships and establish processes that support retention and growth.
What You'll Do
Manage onboarding, ongoing support, customer check-ins, renewals, and account expansion.
Handle support tickets and serve as the primary contact for veterinary practice customers.
Conduct regular customer calls in German.
Monitor churn signals and proactively work to retain at-risk accounts.
Identify and pursue relevant upsell opportunities with existing customers.
Gather and synthesize customer feedback for product and engineering teams.
Create customer success processes, playbooks, documentation, FAQs, and training materials.
Automate operational processes where appropriate.
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 spoken English.
Experience managing the customer journey, including support tickets, check-in calls, churn analysis, retention, and expansion conversations.
Familiarity with SaaS or subscription-based services and customer metrics such as churn rate or net revenue retention.
Comfort with business software, email management, and digital organization tools.
Experience in a veterinary practice or healthcare environment is useful.
Compensation & Benefits
Salary range: €60,000 to €70,000 annually. Visa sponsorship is not available.
Location
On-site in Berlin, Germany.
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