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 TogetherTELUS Health supports the total health and wellbeing of over 70 million lives worldwide through our clinical expertise, global presence, and digital wellbeing platform - delivered through our Integrated Health Solutions. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program (EAP) with proactive wellness solutions in a digital ecosystem that helps people prevent and manage challenges across family, health, life, money, and work.
We're expanding our Customer Experience team across Australia and seeking talented professionals at all levels - from those building their foundation in customer success to seasoned executives managing enterprise relationships. Whether you're starting your career, scaling your impact, or leading at the enterprise level, we have a role that matches your ambition and experience.
About Our Customer Experience Function:
Our Customer Experience team is the backbone of TELUS Health's growth strategy. We manage client relationships across three distinct segments, each requiring unique skills, mindsets, and approaches. We're looking for professionals who are passionate about client success, commercially driven, and committed to helping Australian businesses build healthier, more resilient workplaces.
We're hiring across three key roles:
Associate Customer Success Manager: Manage 150–250 small accounts. Focus on contract renewals and retention of core EAP offerings through efficient, transactional account management.
Customer Success Manager: Manage 10–30 mid-market accounts. Drive upsell of additional services while maintaining strong client relationships and managing renewals.
Senior Customer Success Manager: Manage 3–10 large enterprise accounts. Build C-suite relationships and drive significant upsell opportunities with immediate relationship focus.
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
Identify and escalate at-risk accounts and implement retention strategies
Build executive-level relationships and serve as strategic advisor to C-suite (Senior level)
Skills & Experience Required:
Associate Customer Success:
1–2 years in account management or customer service
Strong organisational and time management skills
CRM proficiency (Salesforce or equivalent)
Detail-oriented with proactive problem-solving
Customer Success Manager:
Minimum 3 years in account management, customer success, or sales
Proven track record of meeting revenue targets
Strong commercial mindset and strategic thinking
CRM proficiency (Salesforce or equivalent)
Senior Customer Success Manager:
Minimum 5+ years in account management, customer success, or enterprise sales
Proven track record managing large enterprise contracts
Executive presence and C-suite relationship-building ability
Advanced CRM proficiency with data analytics capability
All Levels:
Experience with HR, employee wellbeing, or EAP programs preferred
Exceptional communication and interpersonal skills
Resilience and adaptability in fast-paced environments
Strong commercial acumen with hunger to identify and close growth opportunities
Strategic thinking with ability to identify and convert upsell opportunities
Sales-driven mindset with focus on revenue growth and account expansion
Bachelor's Degree in Business, HR, Psychology, or equivalent experience
Post-graduate studies or professional certifications preferred
Ability to pass background checks and security clearances as required by TELUS Health
Right 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.
