Clera→
Customer Success Manager at Clera in Berlin
Job Description
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.