Associate Customer Success Manager

About The Role:
We're looking for an organised, detail-oriented professional to manage and maintain a high-volume portfolio of 150–250 accounts. You'll serve as the primary point of contact for your clients - ensuring smooth contract renewals, protecting retention of core EAP offerings, and delivering exceptional service across a transactional, efficiency-driven environment.

This role is essential to our customer success operation. You'll need strong organisational skills, the ability to manage multiple priorities simultaneously, and a proactive approach to identifying at-risk accounts before renewal deadlines. You'll work efficiently across a dynamic landscape while maintaining high-touch service standards.

Role & Responsibilities:

• Serve as the primary point of contact for all assigned accounts in the high-volume portfolio

• Manage and execute contract renewal processes in collaboration with internal teams

• Drive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and more

• Proactively identify at-risk accounts and implement retention strategies for core EAP offerings

• Conduct regular client touchpoints and renewal check-ins via phone, email, and webinar

• Respond to client inquiries in a timely manner while maintaining service excellence

• Prepare and issue regular utilisation reports and renewal communications

• Coordinate manager and employee orientations via phone or webinar

• Maintain accurate, up-to-date records in the CRM system

• Utilise CRM data to track account health metrics, renewal dates, and client interactions

• Ensure compliance with contractual obligations and service delivery standards

• Identify and escalate opportunities for service expansion to the Customer Success Manager team

• Manage administrative tasks including documentation, reporting, and account maintenance

• Monitor account engagement levels and proactively reach out to inactive clients

Skills & Experience Required:

• 2+ years in account management, customer service, or sales roles

• Strong sales experience and commercial acumen, with the ability to identify opportunities and support business outcomes

• Experience with HR, employee wellbeing, or EAP programs preferred

• Demonstrated ability to manage multiple priorities and meet deadlines

• Strong organisational and time management skills

• Excellent communication and interpersonal skills

• Proficiency in CRM systems (Salesforce or equivalent)

• Advanced Microsoft Office Suite and reporting tools

• Ability to work efficiently in a high-volume, transactional environment

• Detail-oriented with strong attention to accuracy

• Proactive problem-solving approach

• Ability to work across multiple tech platforms

• High School Diploma or equivalent; Bachelor's Degree in Business, Human Resources, or related field preferred

• Ability to pass background checks and security clearances as required by TELUS Health

• Right to work in Australia

Benefits & Perks:

• At TELUS Health, we offer more than just a job – we offer the opportunity to be part of a global movement empowering every person to live their healthiest life, while building healthier, happier workplaces across Australia and beyond.

• Competitive salary package with generous commission scheme

• 2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through our charitable partnerships

• Comprehensive insurance coverage including Total Disability and Death Cover

• Employee Assistance Program (EAP) and access to leading health & wellbeing platforms

• Flexible work arrangements – work remotely, in-office, or a blend that suits your lifestyle

• Award-winning Amazing People Performance Development program to accelerate your growth

• Career mobility across local and global locations and businesses within our 100,000+ team member organization

• LinkedIn Learning account with unlimited access to thousands of professional courses

• Six employee-led Diversity & Inclusiveness resource groups with 7,000+ members

• Values-driven, collaborative, and inclusive team culture united by our purpose to drive remarkable health outcomes