Senior Customer Success Manager
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Job Description
Senior Customer Success Manager managing enterprise accounts for TELUS Health. Driving strategic governance and upselling within high-stakes relationships to ensure maximum value realization.
Responsibilities:
- Serve as the primary strategic advisor and point of contact for all assigned enterprise accounts
- Build and maintain executive-level relationships with C-suite decision-makers and key stakeholders
- Conduct regular strategic business reviews, quarterly planning sessions, and executive touchpoints
- Respond to complex client inquiries with strategic solutions and immediate relationship attention
- Drive significant upsell of premium services including onsite counselling, critical incident management, assessments, flu vaccination, health checks, and bespoke wellness solutions
- Identify and pursue major service expansion opportunities and strategic partnerships within existing accounts
- Manage complex contract renewals and negotiations in collaboration with internal teams
- Negotiate enterprise-level contract terms to ensure mutually beneficial, long-term outcomes
- Prepare and issue comprehensive strategic reports, outcome analyses, and ROI summaries
- Coordinate executive-level manager and employee orientations and strategic program launches
- Maintain accurate, up-to-date records in the CRM system with detailed account intelligence
- Utilise CRM data to track interactions, opportunities, account health metrics, and strategic initiatives
- Ensure compliance with contractual obligations and delivery of premium service standards
- Serve as the internal advocate for enterprise clients, coordinating cross-functional teams
- Identify and mitigate account risk through proactive relationship management and strategic planning
Requirements:
- Minimum 5+ years in account management, customer success, or enterprise sales
- Proven track record managing large enterprise contracts and complex multi-stakeholder environments
- Experience with HR, employee wellbeing, or EAP programs in enterprise settings highly preferred
- Demonstrated success meeting and exceeding revenue targets on high-value accounts
- Proven ability to manage a significant book of business independently and strategically
- Strong commercial mindset with a hunger to close large upsell and expansion deals
- Advanced financial acumen with understanding of enterprise contract management and revenue growth
- Strategic thinking with ability to identify and convert significant upsell opportunities
- Executive presence and ability to build trusted relationships with C-suite stakeholders
- Exceptional communication and interpersonal skills across all organisational levels
- Resilience and adaptability in navigating complex, changing business environments
- Proficiency in CRM systems (Salesforce or equivalent) with advanced data analytics capability
- Advanced Microsoft Office Suite and reporting tools
- 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
- Right to work in Australia
Benefits:
- 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
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