Senior Customer Success Manager

Senior Customer Success ManagerTELUS 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 Senior Customer Success Manager, you'll manage a portfolio of enterprise-level clients - building strategic C-suite relationships, driving significant revenue growth through upselling, and ensuring maximum value realisation across high-impact accounts. You'll be the strategic executive partner for your clients, working fully remote from Melbourne, Sydney or Brisbane.About The Role:We're looking for a seasoned professional to manage and grow a portfolio of 3–10 enterprise accounts. You'll serve as the trusted strategic advisor and primary point of contact for C-suite executives and key stakeholders - proactively identifying significant upsell opportunities, managing complex renewals, and delivering exceptional strategic governance across a high-stakes, relationship-intensive environment.This role requires immediate relationship maintenance and executive presence. You'll need exceptional strategic acumen, the ability to influence at the highest levels, and a consultative approach to uncovering and closing large-scale growth opportunities. You'll navigate complex organisational dynamics while maintaining deep, trust-based partnerships that drive mutual success.Role & Responsibilities:Serve as the primary strategic advisor and point of contact for all assigned enterprise accountsBuild and maintain executive-level relationships with C-suite decision-makers and key stakeholdersConduct regular strategic business reviews, quarterly planning sessions, and executive touchpointsRespond to complex client inquiries with strategic solutions and immediate relationship attentionDrive significant upsell of premium services including onsite counselling, critical incident management, assessments, flu vaccination, health checks, and bespoke wellness solutionsIdentify and pursue major service expansion opportunities and strategic partnerships within existing accountsManage complex contract renewals and negotiations in collaboration with internal teamsNegotiate enterprise-level contract terms to ensure mutually beneficial, long-term outcomesPrepare and issue comprehensive strategic reports, outcome analyses, and ROI summariesCoordinate executive-level manager and employee orientations and strategic program launchesMaintain accurate, up-to-date records in the CRM system with detailed account intelligenceUtilise CRM data to track interactions, opportunities, account health metrics, and strategic initiativesEnsure compliance with contractual obligations and delivery of premium service standardsServe as the internal advocate for enterprise clients, coordinating cross-functional teamsIdentify and mitigate account risk through proactive relationship management and strategic planningSkills & Experience Required:Minimum 5+ years in account management, customer success, or enterprise salesProven track record managing large enterprise contracts and complex multi-stakeholder environmentsExperience with HR, employee wellbeing, or EAP programs in enterprise settings highly preferredDemonstrated success meeting and exceeding revenue targets on high-value accountsProven ability to manage a significant book of business independently and strategicallyStrong commercial mindset with a hunger to close large upsell and expansion dealsAdvanced financial acumen with understanding of enterprise contract management and revenue growthStrategic thinking with ability to identify and convert significant upsell opportunitiesExecutive presence and ability to build trusted relationships with C-suite stakeholdersExceptional communication and interpersonal skills across all organisational levelsResilience and adaptability in navigating complex, changing business environmentsProficiency in CRM systems (Salesforce or equivalent) with advanced data analytics capabilityAdvanced Microsoft Office Suite and reporting toolsBachelor's Degree in Business, Human Resources, Psychology, or related field - or equivalent work experienceAbility to pass background checks and security clearances as required by TELUS HealthRight to work in AustraliaBenefits & Perks:Competitive salary package with generous commission scheme2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through our charitable partnershipsComprehensive insurance coverage including Total Disability and Death CoverEmployee Assistance Program (EAP) and access to leading health & wellbeing platformsFlexible work arrangements – work remotely, in-office, or a blend that suits your lifestyleAward-winning Amazing People Performance Development program to accelerate your growthCareer mobility across local and global locations and businesses within our 100,000+ team member organizationLinkedIn Learning account with unlimited access to thousands of professional coursesSix employee-led Diversity & Inclusiveness resource groups with 7,000+ membersValues-driven, collaborative, and inclusive team culture united by our purpose to drive remarkable health outcomesA bit about usWe'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.