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
- Lead veterinary practices through setup, ongoing service, check-ins and renewals, then pursue suitable account growth
- Resolve support tickets and be the main point of contact for veterinary practice customers
- Call customers in German on a regular basis and act early when churn signals emerge
- Share customer feedback with product and engineering, while building playbooks, workflows and customer training materials
What you bring
- One to four years in a customer-facing role such as account management, customer support or a related area
- Native German or C2 proficiency, with strong written and spoken communication in both German and English
- Experience managing customer relationships through support, regular contact, retention and expansion
Who this fits
This role suits someone who can handle customer relationships while building the processes behind customer success. You’ll work on-site in Berlin and make regular customer calls in German. Visa sponsorship is unavailable.
From the employer
About the Role
As the first dedicated Customer Success Manager at a veterinary healthtech company, you'll own the customer journey for veterinary practices. You'll help customers get value from the service while building the processes that support long-term 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 with at-risk customers to improve retention.
Identify and pursue appropriate upsell opportunities with existing customers.
Gather and share customer feedback with product and engineering teams.
Build customer success processes, playbooks, and operational workflows.
Create or contribute to customer-facing documentation, FAQs, and training materials.
What We're Looking For
1 to 4 years of experience in customer success, account management, customer support, or a similar customer-facing role.
Native or C2-level German, with strong written and verbal communication skills in German and English.
Experience managing customer relationships across support, check-ins, retention, and expansion.
Ability to identify churn risks, take proactive retention steps, and communicate customer feedback clearly.
Comfort with business software, email management, and digital organization tools, as well as experience automating operational processes.
Familiarity with SaaS or subscription services and customer metrics such as churn rate or net revenue retention is helpful.
Practical experience in a veterinary practice, such as through an internship, apprenticeship, or part-time work, 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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