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Senior Manager, Customer Success

Posted on March 4, 2025

Singapore, Singapore
0 - 0 USD (yearly)

Full Time

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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.

MS6 Senior Manager, Customer Success

TELUS Health

TELUS Health supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, TELUS Health uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use.

TELUS Health employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.

Summary

The Senior Manager, Customer Success will oversee a team of Customer Success Managers who are individual contributors. The Senior Manager, Customer Success will own direct client relationships for some major national / global clients. This role will also include performance management and coaching of the team.

Responsibilities

Responsible for the growth and retention of the overall book of business for the team, as well as enabling the achievement of overall department KPIs for entire Customer Success team through identifying needs and leading prioritisation and development of appropriate training
Act as a strategic consultant and leadership sponsor for key accounts within their book of business, which will also include serving as the direct Customer Success Manager contact for key clients
Monitor outcomes, metrics and financial targets of the Customer Success team (including Customer LTR scores, revenue retention targets, upsell targets and team engagement targets)
Identify gaps and develop strategies to address gaps through training
Participate in and occasionally lead process improvement and integration initiatives cross-departmentally within TELUS Health Customer Success teams
Focus on training, continuous learning and ensuring that Customer Success Management best practices and PSO are followed
Review all accounts within book of business; ensuring timely delivery of statistical reports, client communication and client program engagement

Succeeding as our Senior Manager, Customer Success will require the following core qualifications and skills:

Bachelor’s degree in Business or relevant field required
7-10+ years of directly related work experience in account management – experience with employee wellness or other Human Resources or business solutions field would be beneficial but not essential
3-5+ years of supervisory or management experience required
Demonstrated capability in leading a successful team and inspiring team members to reach and over-perform on KPIs, while promoting engagement
Strong client relationships (internal and external), testifying of exemplary soft skills
Ability to work across departments and teams to prioritise and develop appropriate training programs and to resolve client issues
Project management skills and/or training
Ability to travel

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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

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.

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