Customer Success Manager

Responsibilities

• Build and maintain trusted advisor relationships with clients at all organizational levels, to drive long-term loyalty and partnership
• Conduct ongoing business reviews that measure client success and develop strategic plans to achieve client goals, including engagement optimization and solution performance monitoring
• Drive client engagement with TELUS Health EFAP and well-being solutions through innovative communication programs focused on user adoption and sustained usage
• Facilitate strategy sessions and solution optimization workshops to help clients maximize the value of their investment and identify expansion opportunities
• Collaborate with internal teams to gather client feedback, resolve issues, and advocate for product and operational improvements that enhance the overall customer experience
• Connect clients to the broader TELUS Health community through events, peer networking, and best practice sharing to amplify their success and build advocacy
• Manage the renewal process, coordinate contracting for additional services, and identify expansion opportunities to drive revenue growth

Requirements

• Post-secondary education in Business, Technology, Social sciences or a related field
• 5+ years of experience in Account Management, Customer Success Management, or other customer-facing relationship roles
• Demonstrated ability to build and maintain strategic relationships with executives and stakeholders
• Strong knowledge of Employee Assistance Programs, Wellness solutions, Recognition platforms, or Human Capital Management systems
• Excellent communication and presentation skills with the ability to influence and engage at all organizational levels
• Proven track record of driving client engagement, adoption, and retention
• Ability to navigate complex systems and quickly master new products and services
• Strong analytical skills to measure client success and identify growth opportunities
• Great-to-haves
• Experience with HR technology platforms or HRIS systems
• Familiarity with employee wellness program metrics and ROI measurement
• Track record of identifying and closing expansion or upsell opportunities within existing accounts
• Salary Range: $54,600.00 - $104,600.00
• Sales Incentive Plan: $23,400.00 - $44,829.00
• TELUS offers rewarding benefits, which may vary per job function, such as:
• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more...
• A bit about us
• 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.
• Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of

Benefits

Additional Information

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. Our team and what we'll accomplish together The Customer Success team is a collaborative, fast-paced environment where you'll build trusted advisor relationships with our clients while driving their success with our employee engagement and wellness solutions. In this role, you'll be the strategic partner our clients rely on to maximize the value of TH1 platform, helping them achieve higher employee engagement and measurable wellness outcomes. You'll work closely with cross-functional teams to ensure every client interaction drives meaningful business impact.

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