Senior Customer Success Manager at LifeWorks

Australia

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. TELUS 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. 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, Brisbane, Adelaide, or Perth. About The Role: We're looking for a seasoned, executive-level 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. This is a 12 month parental leave cover, ending June 2027. Role & 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 Skills & Experience Required: 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 & 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. Being part of the team at TELUS Health is more than a job; it’s a career-defining experience. It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s a chance to build genuine, long-term relationships along the way. A place to experience more Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world. Talented people who care Coming to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone. Work that matters Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.