Founding 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 setup, ongoing support, check-ins, renewals and account growth
- Watch for signs that customers may leave, then take action to keep those practices
- Lead expansion discussions with current customers and pass their feedback to product and engineering
- Write customer guides, FAQs and training resources, while building repeatable success workflows
- Create playbooks and find customer success tasks that can be automated
What you bring
- You have roughly one to four years in customer success, account management, support or similar customer-facing work
- You speak German at native or C2 level and communicate strongly in both German and English
- You have handled retention, churn, expansion discussions and customer feedback for product or engineering teams
- You have used automation to improve customer success processes
Who this fits
This suits someone ready to take broad ownership as the first dedicated customer success manager and establish the supporting processes. The role is on-site in Berlin, Germany. Visa sponsorship is unavailable.
From the employer
About the Role
As the first dedicated Customer Success Manager at an early-stage veterinary healthtech company, you will own the customer journey for veterinary practices, from onboarding through renewal and expansion. You will help customers get value from the service while building the processes and feedback loops that support customer retention and product improvement.
What You'll Do
Manage onboarding, support tickets, proactive check-ins, renewals, and expansion for veterinary practice customers.
Serve as the primary customer contact and conduct regular check-in calls in German.
Monitor customer health and churn signals, then take proactive steps to retain at-risk accounts.
Identify and lead appropriate upsell and expansion conversations with existing customers.
Gather and synthesize customer feedback for product and engineering teams.
Create customer-facing documentation, FAQs, and training materials.
Build customer success processes and playbooks, including opportunities to automate repeatable work.
What We're Looking For
Approximately 1 to 4 years of experience in a full-time Customer Success Manager, Account Manager, customer support, or similar customer-facing role.
Native or C2-level German, with strong written and verbal communication skills in both German and English.
Experience managing churn and retention, conducting expansion conversations, and sharing customer feedback with product or engineering teams.
Comfort using business software, email tools, and digital organization systems, with experience automating customer success processes.
Familiarity with SaaS or subscription services and customer metrics such as churn or net revenue retention is useful.
Practical experience in a veterinary practice or healthcare setting is a plus.
Comfortable taking ownership of a broad scope and building processes in an early-stage environment.
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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