Customer Success Manager

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.