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.