Founding Customer Success Manager

Clera

Berlin, Germany

On-site

Who this role is best for

A natural match if you have experience in customer success for SaaS or subscription services and are fluent in German.

Best fit for

Candidates with experience in SaaS or subscription services and a background in customer success or account management
— “familiarity with SaaS, subscription services, or metrics such as churn and net revenue retention”
Individuals who enjoy taking initiative and building new customer success practices from the ground up
— “Enjoys taking initiative and building customer success practices in an early-stage environment”
Professionals with strong German language skills and a preference for on-site work in Berlin
— “Lead regular customer check-in calls in German”

Things to consider

On-site presence in Berlin is required, with no visa sponsorship available for non-EU candidates
— “On-site in Berlin, Germany.”
The role demands a proactive approach to churn analysis and customer retention
— “Monitor churn signals and take proactive steps to retain at-risk customers”

How to stand out

Highlight your experience in building customer success processes and automation tools
— “Build customer success processes, automate workflows, and create playbooks, FAQs, and training materials”
Emphasize your ability to gather and communicate customer feedback effectively
— “Gather and synthesize customer feedback for product and engineering teams”
Showcase your fluency in German with examples of customer-facing communication or support
— “Native or C2-level German, with strong written and spoken English”

Pace · SteadyCollaboration · MediumAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

guided customers through onboarding and support
managed customer relationships
identified upsell opportunities

Typical background

1-4 years of experience in customer success or similar roles

Skills & requirements

Required

Customer Success ManagementOnboardingCustomer SupportUpsellingCustomer Feedback Synthesis

Preferred

Veterinary Practice Experience

Stack & domain

Customer SuccessOnboardingSupportCheck-insRenewalsExpansionCustomer FeedbackCustomer Success ProcessesAutomationPlaybooksFaqsTraining MaterialsTrusted RelationshipsProactiveRetentionInitiativeEarly-stage EnvironmentVeterinary PracticesSaasSubscription ServicesMetrics

About the role

Original posting from Clera via Ashby

ABOUT THE ROLE
As the first dedicated Customer Success Manager, 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 and establish the processes that support retention and growth.
WHAT YOU'LL DO
Guide customers through onboarding, ongoing support, check-ins, renewals, and expansion.
Respond to support tickets and serve as the primary contact for veterinary practice customers.
Lead regular customer check-in calls in German.
Monitor churn signals and take proactive steps to retain at-risk customers.
Identify and manage upsell and expansion opportunities with existing customers.
Gather and synthesize customer feedback for product and engineering teams.
Build customer success processes, automate workflows, and create playbooks, FAQs, and training materials.
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, with strong written and spoken English.
Experience owning customer relationships across support, proactive retention, churn analysis, and expansion conversations.
Experience automating customer success processes and communicating customer feedback to product or engineering teams.
Comfort with business software, email management, and digital organization tools, plus familiarity with SaaS, subscription services, or metrics such as churn and net revenue retention.
Veterinary practice experience, such as an internship, apprenticeship, or part-time work, is useful.
Enjoys taking initiative and building customer success practices in an early-stage environment.
COMPENSATION & BENEFITS
Base salary is €60,000 to €70,000 annually. Visa sponsorship is not available.
LOCATION
On-site in Berlin, Germany.

Source: Clera careers (Ashby)