Associate Customer Success Manager

TELUS

Associate Customer Success Manager managing high-volume EAP client portfolios for TELUS Health. Handling renewals, retention, reporting, and service expansion across Brisbane, Melbourne, or Sydney.

Posted 9/2/2026full-timeRemote • 🇦🇺 AustraliaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and customer service, with a strong focus on sales, client retention strategies, and compliance with service delivery standards. Proficient in CRM systems and reporting tools, ensuring accurate tracking of account health and client interactions.

Highest-signal resume keywords

Account ManagementSales ExperienceCRM ProficiencyOrganisational SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Contract Renewal ManagementClient TouchpointsUtilisation ReportingRetention StrategiesEAP Program KnowledgeData TrackingService Delivery ComplianceProblem-SolvingMulti-Platform EfficiencyAttention to Detail

Soft Skills

Interpersonal SkillsTime ManagementProactive Approach

Tools & Technologies

SalesforceMicrosoft Office SuiteReporting Tools

Certifications & Qualifications

High School DiplomaBachelor's Degree in Business or Human Resources

Industry Keywords

Employee WellbeingEAP ProgramsClient EngagementService ExpansionBackground Checks

About the role

Key responsibilities & impact

Serve as the primary point of contact for assigned accounts in a high-volume portfolio
Manage and execute contract renewal processes with internal teams
Drive upsell of additional services, including onsite counselling, critical incident management, assessments, flu vaccination, and health checks
Identify at-risk accounts and implement retention strategies for core EAP offerings
Conduct client touchpoints and renewal check-ins via phone, email, and webinar
Respond to client inquiries while maintaining service excellence
Prepare and issue utilisation reports and renewal communications
Coordinate manager and employee orientations via phone or webinar
Maintain accurate CRM records
Track account health metrics, renewal dates, and client interactions using CRM data
Ensure compliance with contractual obligations and service delivery standards
Identify and escalate service expansion opportunities to the Customer Success Manager team
Manage documentation, reporting, and account maintenance
Monitor engagement levels and reach out to inactive clients

Requirements

What you’ll need

2+ years in account management, customer service, or sales roles
Strong sales experience and commercial acumen
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

Comp & perks

Competitive salary package with generous commission scheme
2 dedicated Wellbeing Days annually
Volunteer Days through charitable partnerships
Comprehensive insurance coverage including Total Disability and Death Cover
Employee Assistance Program (EAP)
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
Career mobility across local and global locations and businesses
LinkedIn Learning account with unlimited access to thousands of professional courses
Six employee-led Diversity & Inclusiveness resource groups
Values-driven, collaborative, and inclusive team culture