Founding Customer Success Manager
At a glance
Mid-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, renewals, and account expansion
- Handle customer questions and support tickets in both German and English
- Lead recurring German-language check-ins and act as each practice’s main contact
- Spot churn risk, step in to protect retention, and pursue suitable expansion opportunities
- Turn customer input into actionable updates for product and engineering teams while building CS playbooks
What you bring
- Native or C2 German plus fluent English is required for customer communication
- One to four years in customer success, account management, or customer-facing support, preferably in SaaS or B2B
- A track record with churn reduction, retention work, and upsell or expansion discussions
- Experience sharing synthesized customer feedback with product and engineering teams
- Ability to create customer documentation and establish or automate CS processes in a broad founding role
Who this fits
You’ll suit a hands-on customer success builder who can establish the function while managing veterinary practice relationships directly. German fluency is central because customer calls and much of the support work use German. The role is onsite in Berlin, and visa sponsorship is unavailable.
From the employer
About the Role
This is a founding Customer Success Manager role at an early-stage healthtech startup serving veterinary practices in Germany. You will own the entire customer journey end to end, from onboarding through renewal, and play a direct role in shaping how the company builds lasting relationships with a traditional, largely non-bilingual customer base of German veterinarians.
What You'll Do
Own the full customer lifecycle: onboarding, ongoing support, check-ins, renewals, and expansion.
Serve as the primary point of contact for veterinary practice customers, handling support tickets in German and English.
Run regular proactive check-in calls with customers, conducted in German.
Analyze churn signals and intervene proactively to retain at-risk accounts.
Identify and execute upsell and expansion opportunities across the customer base.
Collect and synthesize customer feedback to share with product and engineering teams.
Build CS processes and playbooks from the ground up as the first dedicated hire in this function.
What We're Looking For
Native or C2-level German speaker; fluent English as well.
1 to 4 years of experience in a customer success, account management, or customer-facing support role, ideally in a SaaS or B2B environment.
Demonstrated track record managing churn and retention, and running upsell or expansion conversations.
Experience collecting, synthesizing, and communicating customer feedback to internal product and engineering teams.
Comfortable building or automating CS processes in a founding, broad-scope role.
Experience creating customer-facing documentation, FAQs, or training materials.
Familiarity with SaaS metrics such as churn rate and NRR is a plus.
Any practical background in a veterinary or healthcare environment is a strong bonus.
Compensation & Benefits
Salary range: 60,000 to 70,000 EUR annually. Visa sponsorship is not available for this role.
Location
On-site in Berlin, Germany.
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