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

Festanstellung, Vollzeit · Berlin

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.

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 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

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.

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About us

As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

We provide comprehensive EAP services, offering emotional and practical support to client companies and their employees. Our counsellors deliver face to face short-term counselling services to our clients.

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