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 togetherThe Senior Director, Customer Success leads and oversees strategic business and executive relationships with corporate clients within the assigned Customer Success Management (CSM) team across the Asia-Pacific region. This role is critical for driving significant sales performance and revenue delivery, with a strong emphasis on upsell opportunities and business expansion. You'll nurture a high-performing CSM team that excels in building trusted advisor relationships while assisting clients in achieving measurable improvements in employee engagement and overall wellness. As part of TELUS Health's mission to improve health outcomes and build a healthier future, you'll be instrumental in driving sustainable revenue growth and deepening client partnerships across APAC.
This role can be based in Melbourne, Brisbane or Sydney.
Role & Responsibilities:
Lead and develop a high-performing CSM organization by recruiting, onboarding, and retaining Senior Manager, Customer Success leaders and their teams, managing 5-8 direct reports overseeing 15+ team members each and 2500+ corporate accounts across the APAC region, fostering a culture of excellence, accountability, and collaboration
Build and execute strategic plans to exceed KPIs with significant emphasis on upsell revenue generation, identifying expansion opportunities and coordinating delivery of additional services to existing clients across the portfolio
Develop and maintain relationships at all organizational levels with particular focus on C-level executives and decision-makers, serving as the primary point of contact for escalations and strategic client matters
Drive continuous engagement by providing innovative communication programs focused on user adoption and persistence, creating a culture of customer advocacy while soliciting and utilizing client feedback to drive product and operational improvements
Collaborate closely with internal partners (Product, Operations, Finance, Sales, Clinical, and Operational teams) to address client needs, advocate for clients, and coordinate seamless service delivery while identifying and referring expansion opportunities
Conduct regular business reviews and strategic planning sessions with key accounts, developing case studies and success stories for marketing and client advocacy purposes
Analyze market trends and client needs to recommend new service offerings, identify solution expansion opportunities, and champion TELUS Health solutions through thought leadership and industry engagement
Skills & Experience Required:
Proven experience in customer success, account management, or related roles with a track record of driving sales performance and upsell revenue
Demonstrated success in achieving significant revenue growth through customer expansion and cross-sell initiatives
Minimum 5–8 years of progressive experience in customer success, account management, or client-facing roles
Minimum 5–8 years of team leadership and management experience with proven ability to build and lead high-performing teams
Strong leadership skills with the ability to inspire, motivate, and hold teams accountable to ambitious goals
Excellent communication and relationship-building skills with a focus on client satisfaction, retention, and strategic expansion
Strategic thinker with the ability to develop and execute business growth plans and exceed targets
Proficiency in CRM systems and business analytics tools
Ability to communicate at all levels of an organization, from individual contributors to C-suite executives
Strong business acumen with understanding of P&L management and revenue drivers
Strong organizational and time management skills with ability to manage multiple priorities
High level of interpersonal and emotional intelligence
Professional communication skills (verbal and written)
Ability to travel regionally within APAC as required for client engagement and team management
Degree in Business, Management, Healthcare Administration, Psychology, Human Resources, or related field
Ability to pass background checks and security clearances as required by TELUS Health
Full and unrestricted Australian working rights
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 structure
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 organisation
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
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.
