Customer Success Manager
Core
Own the customer journey for veterinary practices, from onboarding through renewals and expansion, while building trusted relationships and establishing support processes.
Role type
Customer Success Manager
Builds
SaaS platform for veterinary health management
Domain
Veterinary health technology (via careerplan.io/jobs/575a877e-58f8-4d65-bda0-111dba6efea2-customer-success-manager-at-clera)
Required skills
Customer retention management, churn risk identification, expansion conversations, process building, documentation creation, workflow automation, feedback synthesis
Preferred skills
Veterinary practice experience
Technologies
Business software, email, digital organization tools
Responsibilities
Manage onboarding, ongoing support, customer check-ins, renewals, and expansion; Serve as primary contact and respond to support tickets; Conduct regular check-in calls in German; Monitor churn signals and implement retention strategies; Identify and conduct upsell and expansion conversations; Gather and share customer feedback with product and engineering teams; Build customer success processes, playbooks, documentation, FAQs, and training materials; Automate customer success workflows where appropriate