Customer Success Manager

We're building the AI operating system for vets. Our AI agent Emma already runs client communication for clinics in 7 countries, including the largest veterinary groups in the world. As Customer Success Manager, you make sure every clinic gets the most out of Emma, from the first setup to the day they can't imagine working without her.

01About Vetpal

There are more pets than ever, and fewer vets to care for them. Clinics are short on staff, vets spend half their day on admin, and their suicide rate is six times higher than average. We're building the AI operating system for vets. From the first phone call to the invoice, we give vets their time back, with the mission to bring pets, pet owners and their vets closer together.

02The role

You own the relationship with our clinics once they've signed. You onboard new practices, set up Emma so she fits the way each clinic works, and become the person practice teams call when they have a question or an idea. You're the bridge between vets and our product: you explain a technical product in the language of everyday practice life, and you bring what you hear back to our engineers. You work closely with the founders and the rest of our CS team.

03What you'll work on

• Onboard new clinics and configure Emma to match their workflows, phone setup and practice software

• Be the go-to contact for your clinics, from small practices to large clinic groups

• Run trainings and regular check-ins so practice teams use Emma every day

• Keep an eye on account health, spot risks early and find opportunities to grow accounts

• Solve customer questions fast and hand technical issues to engineering with the right details

• Turn customer feedback into clear input for our product team

• Help build our CS playbook, help center and processes as we scale across Europe

04Who thrives here

• You genuinely enjoy talking to customers, on the phone, on site and in writing

• You're technically curious, understand how software, integrations and phone systems fit together, and can explain them simply to a busy practice team

• You bring experience in customer success or account management, ideally in B2B SaaS

• Big plus: you're a trained veterinary nurse (TFA) or have worked in a vet practice yourself, so you know practice life from the inside

• You're structured and reliable, and you keep your accounts and CRM clean

• You speak fluent German and English, more languages are a plus

05What we offer

• Competitive salary and equity

• A role you can shape from day one as we build out customer success

• Direct access to the founders and full visibility into every decision

• A small, talent-dense team in Berlin that works with speed and intensity

06Interview process

• Intro Call

• Deep Dive

• Take-Home Case

• Meet the Team

• References

• Offer

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