Senior Customer Success Manager

TELUS Health•New York City, NY

14h•$100,000 - $149,000

About The Position

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 TELUS Health supports the total health and well-being of more than 35 million lives worldwide through our clinical expertise, global reach, and integrated digital wellbeing solutions. Our Integrated Health Solutions combine an award‑winning Employee Assistance Program with proactive wellness services, enabling organizations to support employees across health, family, life, money, and work. As a global employee engagement organization serving tens of thousands of organizations, TELUS Health combines innovative, mobile‑first technology with compassionate, person‑to‑person support to drive meaningful wellbeing outcomes. Our employees benefit from the same high‑quality wellbeing resources we provide our clients, supported by a collaborative and growth‑focused work environment. The Senior Customer Success Manager is responsible for the strategic oversight, retention, and growth of a portfolio of large Alliance clients. This role serves as the primary business and executive point of contact, building trusted advisor relationships while ensuring clients achieve measurable value from TELUS Health solutions. The Senior Customer Success Manager leads success planning, performance measurement, and long‑term account strategy, using data and insights to improve engagement, manage risk, and identify opportunities for expansion. Success in this role requires strong consultative skills, executive presence, and the ability to work cross‑functionally in a fast‑paced environment.

Requirements

Undergraduate degree in Business, Human Resources, Health Sciences, or a related field
5+ years of experience in Customer Success, Account Management, or a client‑facing relationship role
Proven experience managing complex client portfolios and executive stakeholders
Strong consultative, analytical, and negotiation skills
High emotional intelligence with the ability to manage conflict and influence effectively
Excellent organizational skills with strong attention to detail and follow‑through
Proficiency with Microsoft Office (Outlook, Teams), CRM platforms, and related tools

Nice To Haves

Alliance account experience
Experience in Employee Assistance, Wellness, Health Benefits, HCM, or related markets

Responsibilities

Manage retention, growth, and overall success of a complex client portfolio.
Develop deep, trusted relationships at all levels, including executive leadership.
Act as a strategic advisor by understanding client goals, workforce challenges, and wellness priorities.
Provide consultative guidance and develop customized solutions for workplace health and organizational issues.
Analyze performance metrics to inform strategy and recommend improvements to client outcomes.
Lead ongoing success planning, ensuring clear goals, milestones, and measurable results.
Identify and execute renewal, upsell, and expansion opportunities.
Support issue escalation management and partner with service delivery teams to manage account profitability.
Collaborate cross-functionally (Sales, Product, Leadership) to represent the client’s perspective.
Participate in proposal development, negotiate contracts, and close renewal or expansion agreements.