Senior Customer Success Manager

TELUS Health

Sydney

2 days ago

Sydney

2 days ago

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Senior Customer Success Manager

TELUS Health is seeking a Senior Customer Success Manager to manage enterprise-level clients, drive revenue growth through upselling, and ensure maximum value realization. The role requires strategic C-suite relationship building, managing complex renewals, and working fully remote from Melbourne, Sydney, or Brisbane.

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Remote

Full-time

Entry Level

CRM Systems

Salesforce

Salary

Not specified

Work Location

Sydney, New South Wales, Australia, AU

Work Model

Remote

Experience Required

5 years

Employment Type

Full-time

Experience Level

Not Applicable

Core Qualifications

Technical (Must-have)

CRM systemsSalesforceMicrosoft Office Suite

Soft Skills

strategic thinkingexecutive presencecommunicationinterpersonal skillsresilienceadaptabilityrelationship buildinginfluenceconsultative approachcommercial mindset

Tools (Must-have)

CRMSalesforceMicrosoft Office Suite

Key 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

Senior Customer Success ManagerEnterpriseRemoteHealth and Human ServicesAustraliaSalesforceCRMUpsellingC-suiteWellbeing

Key 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