Customer Success Manager

TELUS Health; Greater London; Remote; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Sales incentive plan

Comprehensive training and onboarding

Remote work with London focus

Pension

Private Medical Insurance

Dental Plan

Life Insurance

Group Income Protection

24 days annual leave with wellbeing?

Employee perks program

Job summary

TELUS Health is seeking an experienced Customer Success professional to manage a portfolio of strategic clients in the EMEA region, delivering renewal outcomes and growth opportunities. You will partner with HR, Benefits and Wellbeing leaders to align TELUS Health solutions with organizational goals.

You will translate usage data and engagement insights into compelling business narratives, collaborating with Sales, Product, and Clinical teams.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a consultative role with retention/growth responsibility.
• Proven commercial acumen with renewal, upsell, cross-sell targets within existing accounts.
• Familiarity with Employee Assistance programs, employee wellness, health and benefits.
• Experience managing a portfolio of strategic clients in a high-touch model, building executive relationships.
• Strong analytical skills to interpret data and translate insights into business recommendations.
• Comfortable leveraging AI-powered technologies, automation, and data-driven tools to drive outcomes.
• Ability to navigate ambiguity and thrive in high-growth environments.
• Exceptional consultative, communication, and stakeholder management skills across audiences from frontline to C-suite.
• Experience creating and executing success plans aligned to customer objectives and measurable outcomes.
• Experience with Salesforce, Power BI or similar tools to manage customer health and growth opportunities.

Responsibilities

• Own Client & Executive Relationships with up to 20 priority clients.
• Drive renewal outcomes and identify opportunities to expand TELUS Health solutions.
• Develop understanding of client priorities and lead executive reviews and value discussions.
• Translate usage and engagement data into client conversations and strategic insights.
• Lead with innovation by introducing new solutions and best practices.
• Collaborate with Sales, Product, Marketing, Operations and Clinical teams.
• Maintain renewal and account plans, forecasts and success metrics while managing risks.

Skills

Relationship management

Retention strategies

Upsell & cross-sell

Data-driven storytelling

Executive communication

Stakeholder management

Analytical skills

Travel readiness

Tools

Salesforce

Power BI

Google Workspace

Job 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 Team And What We’ll Accomplish Together

Our EMEA Customer Success team partners with clients across Europe and collaborates closely with global colleagues, combining the expertise and capabilities gained through strategic acquisitions to deliver impactful wellbeing outcomes worldwide.

As we experience rapid growth throughout EMEA, you’ll be at the forefront of our expansion. You will play a pivotal role in driving customer outcomes, retention, and growth through strategic partnerships with some of the region's leading employers.

Why This Matters

The need for employers to support the health, wellbeing, and productivity of their people has never been greater. At TELUS Health, we help organizations make informed decisions through data, insights, and evidence-based wellbeing solutions that positively impact both employees and business performance. Every relationship you build, every insight you uncover, and every growth opportunity you identify contributes to creating healthier workplaces and stronger organizational outcomes around the world.

Are you ready to combine strategic relationship management, commercial growth, and data-driven storytelling to help clients achieve better wellbeing outcomes?

Join us on this exciting journey and help shape the future of workplace wellbeing.

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.

What You Bring

• 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.

What We Offer

• 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

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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.