Founding Customer Success Manager
Core
End-to-end ownership of the customer journey for veterinary practices in Germany, from onboarding through renewal and expansion.
Role type
Founding Customer Success Manager
Builds
Lasting relationships with a traditional, non-bilingual customer base of German veterinarians
Domain
Healthtech / Veterinary services
Required skills
Customer lifecycle management, churn intervention, upsell and expansion execution, customer feedback synthesis, process building from scratch, documentation creation
Preferred skills
SaaS metrics knowledge (churn rate, NRR), veterinary or healthcare background
Technologies
None stated
Responsibilities
Own the full customer lifecycle including onboarding, support, check-ins, renewals, and expansion; Serve as primary point of contact handling support tickets; Run proactive check-in calls; Analyze churn signals and intervene; Identify and execute upsell opportunities; Collect and synthesize customer feedback for product teams; Build CS processes and playbooks from the ground up
Seniority
Founding, broad-scope IC