Customer Success Manager

Clera; Berlin; On-site; EUR 60,000 - 70,000; Full time

Job summary

Clera in Berlin is seeking its first dedicated Customer Success Manager to own the end-to-end journey for veterinary practices, from onboarding through renewals and expansion. You will build trusted relationships with German-speaking customers and help establish processes that support retention and product improvement.

The role requires 1–4 years in CS or related roles, native or C2 German and strong English, and experience with SaaS metrics. On-site in Berlin; visa sponsorship is not available.

Qualifications

• 1–4 years of experience in Customer Success/Account management or similar.
• Native or C2-level German proficiency and strong English.
• Experience with retention, churn risk, and expansion conversations.
• Proven communication and organizational abilities with standard business tools.

Responsibilities

• Manage onboarding, ongoing support, customer check-ins, renewals, and expansion.
• Serve as the primary contact for veterinary practices and respond to support tickets.
• Conduct regular check-in calls in German and address customer concerns.
• Monitor churn signals and implement retention strategies for at-risk accounts.
• Identify upsell and expansion conversations with existing customers.
• Gather, synthesize, and share customer feedback with product and engineering teams.
• Build CS processes, playbooks, documentation, FAQs, and training materials.
• Automate CS workflows where appropriate.

Skills

German proficiency

English proficiency

Communication skills

Organizational skills

SaaS knowledge

Customer success

Tools

CRM systems

Email tools

Job description

About the Role

As the first dedicated Customer Success Manager at an early-stage veterinary healthtech startup, you will own the customer journey for veterinary practices, from onboarding through renewals and expansion. You will help build trusted relationships with German-speaking customers while establishing the processes that support retention and product improvement.

What You’ll Do

• Manage onboarding, ongoing support, customer check-ins, renewals, and expansion.

• Serve as the primary contact for veterinary practices and respond to support tickets.

• Conduct regular check-in calls in German and proactively address customer concerns.

• Monitor churn signals and implement retention strategies for at-risk accounts.

• Identify and conduct upsell and expansion conversations with existing customers.

• Gather, synthesize, 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.

What We’re Looking For

• One to four years of experience in a full-time Customer Success Manager, Account Manager, customer support, or similar customer-facing role.

• Native or C2-level German proficiency and strong written and spoken English.

• Experience managing customer retention, identifying churn risks, and conducting expansion conversations.

• Strong communication and organization skills, with proficiency in business software, email, and digital organization tools.

• Familiarity with SaaS or subscription business models and customer metrics such as churn rate or net revenue retention.

• Practical experience in a veterinary practice is a plus.

Compensation & Benefits

Salary: €60,000 to €70,000 annually. Visa sponsorship is not available.

Location

On-site in Berlin, Germany.