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 from onboarding through support, regular check-ins, renewals and account growth
- Handle support requests and act as the main contact for veterinary practice customers
- Run customer calls in German and act on warning signs that a customer may leave
- Spot growth opportunities within existing accounts and carry expansion conversations forward
- Turn customer feedback into useful input for product and engineering, while building workflows and playbooks
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 and strong written and spoken English
- Experience managing customer relationships across support, retention, churn analysis and expansion
- Experience streamlining customer success workflows and sharing customer feedback with product or engineering
Who this fits
This suits someone ready to build customer success practices as the first dedicated manager, with veterinary practice experience a plus. The role is on-site in Berlin, and visa sponsorship is unavailable.
From the employer
About the Role
As the first dedicated Customer Success Manager, you will own the customer journey for veterinary practices, from onboarding through renewals and expansion. You will help build trusted relationships with German-speaking customers and establish the processes that support retention and growth.
What You'll Do
Guide customers through onboarding, ongoing support, check-ins, renewals, and expansion.
Respond to support tickets and serve as the primary contact for veterinary practice customers.
Lead regular customer check-in calls in German.
Monitor churn signals and take proactive steps to retain at-risk customers.
Identify and manage upsell and expansion opportunities with existing customers.
Gather and synthesize customer feedback for product and engineering teams.
Build customer success processes, automate workflows, and create playbooks, FAQs, and training materials.
What We're Looking For
One to four 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 spoken English.
Experience owning customer relationships across support, proactive retention, churn analysis, and expansion conversations.
Experience automating customer success processes and communicating customer feedback to product or engineering teams.
Comfort with business software, email management, and digital organization tools, plus familiarity with SaaS, subscription services, or metrics such as churn and net revenue retention.
Veterinary practice experience, such as an internship, apprenticeship, or part-time work, is useful.
Enjoys taking initiative and building customer success practices in an early-stage environment.
Compensation & Benefits
Base salary is €60,000 to €70,000 annually. Visa sponsorship is not available.
Location
On-site in Berlin, Germany.
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