The Customer Success Manager is responsible for managing a portfolio of small-to-medium
enterprise (SME) clients, driving sustainable growth within the customer base and developing
long-term strategic relationships through exceptional customer service and consultative
support. This role serves as the primary point of contact for assigned clients, ensuring
successful delivery and evaluation of Employee Assistance and Support Programs (EAP)
while identifying opportunities for account expansion and renewal.
The position plays a critical role in client retention and satisfaction by providing proactive
program governance, strategic insights, and tailored solutions that address client needs.
Through expert relationship management and business acumen, the Customer Success
Manager ensures clients maximize the value of TELUS Health services while contributing to
revenue growth targets. This role requires a consultative approach to understanding client
challenges, anticipating needs, and delivering solutions that support employee wellbeing
objectives.
By maintaining strong partnerships with internal teams and external stakeholders, this
position ensures seamless service delivery, contract compliance, and continuous
improvement of client programs. Ultimately, the Customer Success Manager contributes to
TELUS Health's mission of improving health outcomes by enabling organizations to support
the mental health and wellbeing of their workforce.
Main activities
Client Relationship Management
- Manage and maintain a portfolio of SME client accounts, serving as the primary point of contact for all service-related matters
- Develop and nurture long-term strategic relationships with key stakeholders and decision-makers within client organizations
- Respond to client inquiries and service requests in a timely and strategic manner
- Conduct regular client touchpoints, annual planning preparation, and business review meetings where appropriate
- Identify client needs and uncover business opportunities for account growth and expansion
Program Delivery & Governance
- Execute client contracts and programs in accordance with agreed service levels and deliverables
- Provide program governance including review of internal reporting and proactive identification of issues
- Prepare and issue regular reports to clients on program utilization, outcomes, and trends
- Coordinate and execute manager and employee orientations (delivered telephonically or by webinar) where appropriate
- Provide follow-up support on trauma responses, workplace support program (WSP) initiatives, and critical incidents
Revenue & Growth Management
- Achieve identified revenue and growth targets for assigned client portfolio
- Manage the contract renewal process in collaboration with appropriate internal teams
- Identify and pursue opportunities for service expansion and upselling within existing accounts
- Negotiate contract terms and renewals to ensure mutually beneficial outcomes
- Contribute to sales growth strategies and business development initiatives
Quality Assurance & Compliance
- Manage and coordinate Quality Assurance Reviews for client programs
- Follow up on manager consultations to ensure quality and client satisfaction
- Act as liaison with internal departments to resolve issues that may arise with clients
- Ensure compliance with contractual obligations and service delivery standards
Systems & Administration
- Maintain accurate and up-to-date records in the CRM (Customer Relationship Management) system
- Utilize CRM data to track client interactions, opportunities, and account health metrics
- Prepare reports and documentation to support client management and business planning activities
Experience Requirements
- Minimum 3 years of experience in a sales, account management, or customer success role
- Previous experience with HR, employee wellbeing, wellness programs, and/or
- Employee Assistance Programs (EAP) is highly preferred
- Demonstrated ability or potential to manage a book of business independently
- Proven track record of meeting and exceeding revenue and growth targets
