Customer Success Manager (Custom Solutions) (f/x/m) - Berlin based

HUMANOO; Berlin; Hybrid; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A global health service provider in Berlin seeks a Customer Success Manager to manage and grow whitelabel partner accounts. The ideal candidate should have over 2 years of experience in Customer Success or Account Management, be fluent in English, and possess strong communication skills in German. This hybrid position offers various benefits including additional health insurance and a generous vacation allowance. The role focuses on strategic relationship management and ensuring partner success through clear account planning and proactive risk management.

Leistungen

Additional health insurance coverage

30 days of remote work allowance

Up to 33 days annual vacation allowance

Subsidy for UrbanSportsClub membership

Monthly cashback for daily expenses

Yearly personal learning budget

Self-development days allowance

Team and company events

Referral bonus for employees

Corporate benefits

Employee Assistance programme

Qualifikationen

• 2+ years of experience in Customer Success, Account Management, or a similar role.
• Genuine motivation to help partners succeed.
• Ability to translate product topics into clear business value.

Aufgaben

• Own and grow a portfolio of whitelabel partner accounts.
• Ensure long-term success and product adoption for partners.
• Identify upsell opportunities and manage account risks.

Kenntnisse

Customer Success experience

B2B SaaS knowledge

Native or near-native English

Strong professional communication in German

Analytical and resilient approach

Proficient in CRM tools

Tools

HubSpot

Salesforce

Jobbeschreibung

Hello there, people at Telus Health are happy to greet you

TELUS Health Engage is empowering every person to live their healthiest life. Guided by our vision to create a healthier future, we are leveraging the power of our cutting-edge technology and focusing on the uniqueness of each individual to create the future of health. As a leading global health and well-being provider – encompassing physical, mental and financial health – TELUS Health Engage is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. TELUS Health Engage supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform offered through our Integrated Health Solutions. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues in family, health, life, money, and work.

We\'re looking for a Customer Success Manager (f/m/d) to join our Custom Solutions team in Berlin.

This is a hybrid position.

Your mission in a nutshell:

As a Customer Success Manager, you will own and grow a portfolio of whitelabel partner accounts, ensuring their long-term success, strong product adoption, and sustainable revenue growth. You will act as a trusted partner to our clients and own responsibility for their success, balancing strategic relationship management, commercial responsibility, and cross-functional collaboration.

This role is ideal for someone who enjoys complexity, ownership, and working with partners.

What you should bring to the table:

• 2+ years of experience in Customer Success, Account Management, or a similar role within B2B SaaS
• A genuine motivation to help our partners succeed
• Native or near-native English with strong professional communication skills in German (C1+)
• Ability to translate product and technical topics into clear business value for partners
• Your approach is analytical, resilient and focused
• You are confident in communicating with senior decision-makers
• Familiarity with CRM tools (e.g. HubSpot, Salesforce) and customer success metrics is a plus

You will be successful in your role after 6 months, if:

• You independently own a defined portfolio of whitelabel partners, with clear account plans, documented success metrics, and predictable renewal paths
• Your partners show measurable product adoption and value realization, evidenced by usage data, KPI tracking, and QBR outcomes
• You proactively identify and mitigate account risks, with no surprise churn drivers and a clear health status for each partner
• You have driven at least one concrete upsell or expansion opportunity from identification through close
• You are recognized internally as the single point of ownership for your accounts, coordinating effectively across Product, Engineering, Sales, and Support
• You can articulate each partner’s business model, integration setup, and commercial priorities without reference material

Interview process

• Video call with a recruiter: Get to know you, your background, and motivation, plus a short personality test afterwards
• Video call with the hiring manager: Deep dive into your experience, role expectations, and ways of working
• Take-home case study and panel interview: Present your findings and dive deeper on collaboration, customer scenarios, and case-style questions
• Meet the team: Informal meet-n-greet at our office to get to know the team

How you will spend your time:

• Build long-term relationships with internal and external stakeholders, across commercial, technical, and product teams
• Develop a deep understanding of our partners’ needs and ensure that partner KPIs and success metrics are met by proactively managing risks, renewals, and retention
• Contribute directly to revenue targets by identifying upsell and expansion opportunities, leading strategic account planning, QBRs, and executive-level partner discussions
• Collaborate closely with partners to define technical requirement-specific solutions, and support the eventual implementation and onboarding of said solutions

What we offer:

A sneak peek into your benefits:

• Additional health insurance coverage for 900 EUR per year
• 30 days of remote work allowance
• Up to 33 days annual vacation allowance (28 base days, + yearly tenure bonus up to 3 days, + 2 days for using our app!)
• Subsidy for your UrbanSportsClub membership
• 70 EUR monthly cashback to cover daily expenses
• 500 EUR yearly personal learning and development budget
• Self-development days allowance (workshops, conferences, training sessions etc.)
• Team events and company events
• Referral bonus for employees
• Corporate benefits
• Employee Assistance Programme (EAP) for mental well-being

Please note: our offices close over the Christmas and New Year period for approximately two weeks. We gift the 24th and 31st December as extra vacation days and any additional non-public holiday days during this time will be taken from your annual leave.

What we stand for:

• Customer First: We create meaningful, human connections to improve outcomes for our customers and our communities, powered by our world-leading technology, collective ingenuity and culture of caring.
• Embrace Change: We challenge the status quo, experimenting and taking calculated risks to differentiate ourselves from our peers and deliver consistently leading results.
• Grow Together: We welcome everyone to bring their whole self to work, appreciating our uniqueness and always standing together as one team.

We\'re happy to consider candidates who already have the right to work in Germany or can secure it independently (for example, through a Blue Card, Opportunity Card, Dependent Visa or so on). However, kindly note that we’re currently unable to provide additional visa sponsorship or relocation assistance.