Key Account/Customer Success Manager

About the role

We are seeking a Key Account / Customer Success Manager to help us build the next stage of Remi Health. In this role, you will own outcomes end-to-end — operating confidently between strategy and execution, building lightweight systems where needed, and shipping work that holds up in a regulated healthcare environment.

What you'll do

• Own: Partner onboarding & go-live — run kickoffs, define success plans, coordinate timelines, and drive measurable outcomes (activation rates, time-to-live, quality).
• Build: Scalable onboarding + support workflows — playbooks, handovers, SOPs, and a clean internal partner documentation setup.
• Partner: Be the day-to-day trusted contact for key accounts — handle ongoing support, escalation management, and proactive check-ins/QBRs.
• Improve: Identify bottlenecks (ops, logistics, lab processing, results delivery, comms), propose fixes, and implement them with speed and clarity — always with patient/partner trust in mind.

What you'll need

• Proven experience in Customer Success / Key Account Management / Implementation (B2B), with clear ownership of onboarding and partner outcomes
• Strong execution: you can scope, prioritize, and deliver without heavy process
• Confident cross-functional collaboration (product/ops/engineering/labs) in a fast-moving environment
• High bar for quality where it matters: patients, compliance, trust, reliability
• Strong written + verbal communication in German & English
• Comfort with numbers and operational KPIs (e.g., onboarding timelines, ticket trends, SLA metrics)

Nice to have

• Experience in diagnostics, healthcare, healthtech, marketplaces, or regulated operations
• Experience scaling B2B products/integrations, workflows, or partner programs
• Familiarity with APIs, webhooks, and implementation-style projects (you don't need to code)

What they offer

• Real impact: your work directly affects how quickly partners can launch programs and how easily patients access diagnostics
• High ownership: you'll have autonomy, direct feedback loops, and fast decisions
• Berlin base: Ku'damm office with hybrid working
• Competitive salary (based on level and experience)
• Optional: equity/VSOP if offered
• Equipment budget