Customer Success Manager

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

Job summary

Clera Labs, Inc. is seeking its first dedicated customer success hire in Berlin to own the end-to-end journey for veterinary practices, ensuring customers gain value from the service and building strong relationships and retention.

You will guide onboarding, handle support, conduct regular German check-ins, monitor churn signals, and pursue expansion opportunities while helping shape playbooks and customer-facing documentation.

Qualifications

• 1–4 years of experience in a full-time customer success, account management, customer support, or similar role.
• Native or C2-level German proficiency with strong German and English communication skills.
• Experience managing customer relationships end to end, including support, retention and expansion conversations.

Responsibilities

• Guide customers through onboarding, ongoing support, check-ins, renewals, and expansion.
• Handle support tickets and serve as the primary contact for veterinary practices.
• Conduct regular customer check-in calls in German.
• Monitor churn signals and take proactive steps to retain at-risk customers.
• Identify and pursue upsell opportunities with existing customers.
• Gather and share customer feedback with product and engineering teams.
• Create customer success processes, playbooks, and operational automations.
• Contribute to customer-facing documentation, FAQs, or training materials.

Skills

German proficiency (native/C2)

English proficiency (business)

Customer success experience

Tools

CRM software

Email tools

Job description

About the Role

As the first dedicated customer success hire at a healthtech startup, you will own the end-to-end customer journey for veterinary practices. You will help customers get value from the service while building the processes that support strong relationships and retention.

What You’ll Do

• Guide customers through onboarding, ongoing support, check-ins, renewals, and expansion.

• Handle support tickets and serve as the primary point of contact for veterinary practices.

• Conduct regular customer check-in calls in German.

• Monitor churn signals and take proactive steps to retain at-risk customers.

• Identify and pursue upsell opportunities with existing customers.

• Gather and share customer feedback with product and engineering teams.

• Create customer success processes, playbooks, and operational automations.

• Contribute to customer-facing documentation, FAQs, or training materials.

What We’re Looking For

• One to four years of experience in a full-time customer success, account management, customer support, or similar customer-facing role.

• Native or C2-level German proficiency, with strong written and verbal communication skills in German and English.

• Experience managing customer relationships end to end, including support, retention, and expansion conversations.

• Ability to identify churn risks, implement retention strategies, automate operational processes, and communicate customer feedback clearly.

• Comfort using business software, email tools, and digital organization systems.

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

• Practical experience in a veterinary practice or another healthcare setting is helpful.

Compensation & Benefits

Annual salary: €60,000 to €70,000. Visa sponsorship is not available.

Location

On-site in Berlin, Germany.