Customer Success Manager

Über diese Stelle

ABOUT THE ROLE

This is a part-time (15–20 hours/week) Customer Success Manager role at an early-stage healthtech startup building software for veterinary practices. You'll be the primary point of contact for a growing base of customers, helping them get real value from the product while feeding their insights back to the team.

WHAT YOU'LL DO

- Onboard new veterinary practices and ensure a smooth, supported start.

- Manage relationships with 100+ customers as their trusted day-to-day contact.

- Proactively identify at-risk accounts and reach out before issues escalate.

- Spot upsell opportunities and lead advisory conversations about higher-tier plans or advanced features.

- Gather and synthesise customer feedback, then share actionable insights with product and engineering teams.

- Contribute to onboarding guides, FAQs, and help documentation.

WHAT WE'RE LOOKING FOR

- Currently enrolled in a veterinary medicine or closely related degree programme, able to commit 15–20 hours per week.

- Some experience in customer-facing roles — onboarding, account management, customer support, or similar.

- Familiarity with churn signals and proactive retention approaches.

- Comfortable conducting upsell or expansion conversations with existing customers.

- Able to collect, organise, and communicate customer feedback clearly to technical teams.

- Confident using business software, email, and digital organisational tools.

- Experience in a veterinary practice setting (internship, apprenticeship, or part-time work) is a strong plus.

- Familiarity with SaaS metrics such as churn rate or NRR is a plus.

- Self-directed, proactive, and comfortable working independently within a small team.

LOCATION

Hybrid in Berlin, Germany, with flexibility to work around your study schedule. Visa sponsorship is not available.