Customer Success Manager

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. 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.

As a Customer Success Manager, you'll manage a portfolio of mid-market clients — building trusted partnerships, unlocking growth opportunities, and ensuring every organisation you work with gets maximum value from TELUS Health's suite of services. You'll be the strategic heartbeat of your accounts, working fully remote from Melbourne, Sydney, Brisbane, Adelaide, or Perth.

About The Role:
We're looking for a commercially driven, relationship-first professional to manage and grow a portfolio of 10–30 mid-market accounts. You'll serve as the primary point of contact for your clients - proactively identifying upsell opportunities, managing renewals, and delivering exceptional program governance across a fast-paced, performance-driven environment.

This role sits at the intersection of account management and sales. You'll need the strategic acumen to spot growth opportunities and the interpersonal intelligence to nurture long-term client relationships - all while navigating a dynamic global landscape and adapting to evolving business needs.

Role & Responsibilities:

• Serve as the primary point of contact for all assigned mid-market accounts

• Develop and nurture long-term strategic relationships with key stakeholders and decision-makers

• Conduct regular client touchpoints, annual planning sessions, and business review meetings

• Respond to client inquiries in a timely, strategic manner while identifying growth opportunities

• Drive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and more

• Identify and pursue service expansion opportunities within existing accounts

• Manage contract renewals in collaboration with internal teams

• Negotiate contract terms to ensure mutually beneficial outcomes

• Prepare and issue regular utilisation reports, outcome summaries, and trend analyses

• Coordinate manager and employee orientations via phone or webinar

• Maintain accurate, up-to-date records in the CRM system

• Utilise CRM data to track interactions, opportunities, and account health metrics

• Ensure compliance with contractual obligations and service delivery standards

Skills & Experience Required:

• Minimum 3 years in account management, customer success, or sales

• Experience with HR, employee wellbeing, or EAP programs highly preferred

• Proven track record of meeting and exceeding revenue targets

• Demonstrated ability to manage a book of business independently

• Strong commercial mindset with a hunger to hit sales targets

• Financial acumen with understanding of contract management and revenue growth

• Strategic thinking with ability to identify and convert upsell opportunities

• Resilience and adaptability in a fast-paced, changing environment

• Exceptional communication and interpersonal skills

• Proficiency in CRM systems (Salesforce or equivalent)

• Bachelor's Degree in Business, Human Resources, Psychology, or related field - or equivalent work experience

• Ability to pass background checks and security clearances as required by TELUS Health

• Full unrestricted rights to work in Australia

Benefits & Perks:
At TELUS Health, we offer more than just a job – we offer the opportunity to be part of a global movement empowering every person to live their healthiest life, while building healthier, happier workplaces across Australia and beyond.

• Competitive salary package with generous commission scheme

• 2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through our charitable partnerships

• Comprehensive insurance coverage including Total Disability and Death Cover

• Employee Assistance Program (EAP) and access to leading health & wellbeing platforms

• Flexible work arrangements – work remotely, in-office, or a blend that suits your lifestyle

• Award-winning Amazing People Performance Development program to accelerate your growth

• Career mobility across local and global locations and businesses within our 100,000+ team member organization

• LinkedIn Learning account with unlimited access to thousands of professional courses

• Six employee-led Diversity & Inclusiveness resource groups with 7,000+ members

• Values-driven, collaborative, and inclusive team culture united by our purpose to drive remarkable health outcomes

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.