Customer Success Manager
Core
Own the end-to-end customer journey for veterinary practices, guiding them through onboarding, support, renewals, and expansion to ensure value and retention.
Role type
Customer Success Manager
Builds
Customer success processes, playbooks, and operational automations
Domain
Healthtech / Veterinary services
Deliverable
client delivery
Required skills
End-to-end customer relationship management, churn risk identification, retention strategy implementation, upsell opportunity identification, process creation, feedback gathering
Preferred skills
SaaS or subscription business model experience, familiarity with customer metrics (churn rate, NRR), veterinary or healthcare setting experience
Technologies
Business software, email tools, digital organization systems
Responsibilities
Guide customers through onboarding, support, check-ins, renewals, and expansion; Handle support tickets; Conduct regular customer check-in calls in German; Monitor churn signals and retain at-risk customers; Identify and pursue upsell opportunities; Gather and share customer feedback with product and engineering teams; Create customer success processes, playbooks, and operational automations
Seniority
Mid-level (1-4 years experience)