Customer Success Manager

Overview

• 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.

ATS Optimization Keywords

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Hard Skills

• Account Management
• Customer Success Management
• Employee Assistance Programs
• Wellness solutions
• Recognition platforms
• Human Capital Management systems
• HR technology platforms
• HRIS systems
• Analytical skills
• ROI measurement

Soft Skills

• Relationship building
• Communication skills
• Presentation skills
• Influencing skills
• Engagement skills
• Strategic thinking
• Problem-solving
• Collaboration
• Advocacy
• Client engagement