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.