[Hiring] Customer Success Manager @LifeWorks

Role Description

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.

What You’ll Do

• Own Client & Executive Relationships: Manage a portfolio of up to 20 priority clients, developing strong relationships with HR, Benefits, Wellbeing leaders, executive sponsors and budget owners to drive programme success, retention and long-term partnership growth.
• Drive Retention and Growth: Take ownership of renewal outcomes and identify opportunities to expand TELUS Health solutions within existing accounts. Build commercial account plans that demonstrate value, uncover client needs and generate revenue growth.
• Deliver Strategic Value: Develop a deep understanding of client priorities and business objectives, leading executive business reviews, success planning sessions, and value realisation discussions that align TELUS Health solutions to wellbeing and organizational goals.
• Lead with Insight: Translate EAP utilisation, engagement and business data into meaningful client conversations. Use insights, trends and AI-powered tools to tell a compelling story that drives action, informs targeted wellbeing engagement strategies, increases adoption and delivers measurable wellbeing and business outcomes.
• Champion Innovation and Change: Help clients navigate evolving workplace wellbeing challenges by introducing new solutions, capabilities, and best practices that maximize value and adoption.
• Collaborate for Impact: Partner closely with Sales, Product, Marketing, Operations and Clinical teams to deliver exceptional client experiences and accelerate customer outcomes.
• Drive Excellence: Maintain accurate renewal & account plans, opportunity forecasts and success metrics while proactively mitigating risks and identifying opportunities for continuous improvement.

Qualifications

• 3+ years of experience in Customer Success, Account Management, Strategic Account Management, or a consultative client-facing role with responsibility for retention and growth.
• Demonstrated commercial acumen, with a proven track record of achieving renewal, upsell, cross-sell, or revenue growth targets within existing customer accounts.
• Familiarity with Employee Assistance programs, employee wellness, health and benefits, recognition, perks, or Human Capital Management market is preferred.
• Experience managing a portfolio of strategic clients in a high-touch engagement model, building executive relationships and influencing senior stakeholders.
• Strong analytical skills with the ability to interpret data, identify trends, and transform insights into compelling business recommendations and client stories.
• Comfortable leveraging AI-powered technologies, automation, and data-driven tools to improve decision-making, customer outcomes, and operational effectiveness.
• Proven ability to navigate ambiguity, embrace change, and thrive in high-growth, fast-evolving environments.
• Exceptional consultative, communication, presentation, and stakeholder management skills, with confidence engaging audiences from frontline teams through to C-suite executives.
• Experience creating and executing success plans that align customer objectives with measurable business outcomes.
• Experience with Google Workplace Tools, Salesforce, Power BI or similar technologies used to manage customer health, performance metrics and growth opportunities.
• Occasional travel within the assigned region(s) will be required.

Benefits

• Sales incentive plan
• Comprehensive training and onboarding programme
• Primarily remote work with a strong preference for candidates based in or around London
• Pension
• Private Medical Insurance including Digital GP
• Healthcare Cash Plan - claim back dental bills or the cost of new glasses
• Dental Plan
• Life Insurance
• Group Income Protection
• 24 days annual leave and two extra wellbeing days per year, in addition to 8 bank holidays
• Access to hundreds of perks including cashback offers and discounted gift cards on your favourite brands, discounted cinema tickets and more
• Employee Assistance Programme (EAP) provided in a fully confidential manner to ensure you get the support you need