[Hiring] Senior 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.

Our EMEA Customer Success Team comprises a dynamic team of over 30 professionals, spanning the UK, Netherlands, France and Germany. We are united in our goal to enhance employee wellbeing worldwide.

As a Senior Customer Success Manager, you'll have the opportunity to cultivate trusted advisor relationships with our clients, empowering them to elevate employee engagement and enhance overall wellness through the TELUS Health solution.

This role offers a chance to be part of our dynamic and rapidly growing team, working with a leading innovator in wellness solutions. You'll also have the opportunity to work with a diverse range of clients, both national and international, from various industries.

Qualifications

• 5+ years of experience in Customer Success, Client Relationship Management, Account Management, or other customer-facing relationship role; experience in a consultative B2B sales role is a significant asset.
• Proven track record of success in retaining and growing relationships with large Enterprise accounts and managing broker accounts.
• Familiarity with Employee Assistance programs, employee wellness, health and benefits, recognition, perks, or Human Capital Management market is preferred.
• A strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn.
• Strong interpersonal skills, and solid written and oral communication skills.
• A proactive, entrepreneurial spirit and mindset with the ability to adapt and thrive in dynamic environments.
• Experience with Salesforce or comparable CRM for data-driven decision making.
• Travel within the assigned region(s) will be required.

Requirements

• Drive Strategic Partnerships: Develop deep relationships with client organizations, especially at the C-level, ensuring high retention and satisfaction through regular business reviews and strategic planning.
• Champion Client Success: Lead innovative engagement programs, project updates, and solution optimization initiatives that maximize the value clients receive from TELUS Health solutions.
• Connect & Collaborate: Foster a vibrant client community by facilitating best practice sharing, organizing networking events, and building strong internal partnerships to resolve client needs efficiently.
• Grow & Retain: Manage renewals, identify expansion opportunities, and coordinate additional services while continuously advocating for client needs and product improvements.
• Monitor & Optimize: Set and track performance targets, gather client feedback, and work with internal teams to enhance the overall customer experience and drive product improvements.

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.