Customer Success Manager

About the Role

This is a part-time (15–20 hours/week) working-student position at a healthtech startup building software for veterinary practices. You'll serve as the bridge between the product and customers — guiding practices through onboarding, nurturing long-term relationships, and channelling feedback directly into product improvements.

What You'll Do

• Onboard new veterinary practices and ensure their initial experience with the platform runs smoothly.

• Build and maintain active relationships across 100+ customers, acting as their primary point of contact.

• Monitor customer health signals proactively, reaching out early to prevent churn before it happens.

• Identify upsell opportunities by understanding which practices would benefit from advanced features or higher-tier plans.

• Lead advisory upgrade conversations grounded in genuine knowledge of veterinary practice workflows.

• Collect and synthesise customer feedback, surfacing patterns and insights to product and engineering teams.

• Contribute to onboarding materials, FAQs, and help documentation to support customers at scale.

What We're Looking For

• Currently enrolled in a veterinary medicine or closely related degree programme, with availability of 15–20 hours per week.

• Some experience in customer-facing roles — onboarding, support, account management, or direct customer contact.

• Familiarity with identifying churn signals and taking proactive steps to retain customers.

• Comfortable conducting upsell or expansion conversations in a consultative, non-pushy way.

• Experience collecting customer feedback and communicating it clearly to internal teams.

• Proficient with standard business tools — email, digital organisation systems, and SaaS platforms.

• Practical experience in a veterinary practice setting (internship, apprenticeship, or part-time work) is a plus.

• Familiarity with SaaS metrics such as churn rate or net revenue retention is a plus.

• Self-directed, proactive, and comfortable taking initiative while knowing when to escalate.

Location

Hybrid in Berlin, Germany, with flexibility to work remotely around your study schedule.