Senior Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the main strategic advisor and primary contact for all designated enterprise accounts.

• Develop and sustain relationships at the executive level with C-suite decision-makers and other key stakeholders.

• Facilitate regular strategic business reviews, quarterly planning sessions, and executive engagements.

• Address complex client inquiries with strategic solutions and prompt attention to relationship management.

• Propel significant upselling of premium services, including onsite counseling, critical incident management, assessments, flu vaccinations, health checks, and tailored wellness solutions.

• Identify and pursue major opportunities for service expansion and strategic partnerships within current accounts.

• Oversee intricate contract renewals and negotiations in partnership with internal teams.

• Negotiate enterprise-level contract terms to secure mutually advantageous, long-term results.

• Prepare and distribute comprehensive strategic reports, outcome analyses, and ROI summaries.

• Organize executive-level manager and employee orientations as well as strategic program launches.

• Keep precise and current records in the CRM system, including detailed account intelligence.

• Utilize CRM data to monitor interactions, opportunities, account health metrics, and strategic initiatives.

• Ensure adherence to contractual requirements and the delivery of premium service standards.

• Act as the internal advocate for enterprise clients, coordinating cross-functional teams.

• Identify and minimize account risks through proactive relationship management and strategic planning.

⛳️ Requirements

• At least 5+ years of experience in account management, customer success, or enterprise sales.

• Demonstrated success in managing large enterprise contracts within complex, multi-stakeholder environments.

• Experience with HR, employee well-being, or EAP programs in enterprise settings is highly preferred.

• Proven track record of meeting and exceeding revenue targets on high-value accounts.

• Established ability to independently and strategically manage a substantial book of business.

• Strong commercial acumen with a desire to close significant upsell and expansion deals.

• Advanced financial understanding regarding enterprise contract management and revenue growth.

• Strategic mindset with the capability to identify and capitalize on significant upsell opportunities.

• Executive presence and proficiency in building trusted relationships with C-suite stakeholders.

• Exceptional communication and interpersonal abilities across all organizational levels.

• Resilience and adaptability in navigating complex and evolving business environments.

• Proficiency in CRM systems (Salesforce or similar) with advanced data analytics skills.

• Advanced knowledge of Microsoft Office Suite and reporting tools.

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

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

• Eligibility to work in Australia.

🏝️ Benefits

• Competitive salary package accompanied by a generous commission scheme.

• Two dedicated Wellbeing Days each year, along with Volunteer Days to contribute through our charitable partnerships.

• Comprehensive insurance coverage, including Total Disability and Death Cover.

• Access to an Employee Assistance Program (EAP) and leading health & well-being platforms.

• Flexible work arrangements – choose to work remotely, in-office, or a combination that fits your lifestyle.

• Participation in the award-winning Amazing People Performance Development program to accelerate your professional growth.

• Opportunities for career mobility across local and global locations within our organization of over 100,000 team members.

• A LinkedIn Learning account providing unlimited access to thousands of professional courses.

• Membership in six employee-led Diversity & Inclusiveness resource groups with over 7,000 members.

• A values-driven, collaborative, and inclusive team culture united by our mission to achieve remarkable health outcomes.