• Serve as the primary point of contact for all assigned clients • Manage and respond to client emails in a timely, professional manner • Follow up on active projects with both clients and the internal fulfillment team • Conduct client calls including onboarding sessions, check-ins, and project updates • Lead the onboarding process for new clients, ensuring a smooth and positive experience • Proactively identify client needs and flag potential issues before they escalate • Attend internal team meetings twice per week • Collaborate closely with the CEO, Fulfillment, and Marketing team. • Prioritize client relationships based on urgency and strategic importance

Role Description Are you driven by the desire to deliver exceptional client experiences and thrive in a dynamic environment? At INFUSE, we're seeking a passionate Client Success Specialist to join our team, where your efforts directly contribute to our clients' satisfaction and our company's success. This position offers an enriching path to professional growth and the unique opportunity to work with a variety of industries, ensuring no two days are the same. INFUSE has built a reputation as a beloved employer by prioritizing employee satisfaction and creating a workplace where everyone feels valued and connected. Joining our team means becoming part of a supportive community that celebrates every success and encourages continuous improvement. You'll discover how our employees love their jobs, driven by the meaningful connections they make and the positive impact they have on our clients' businesses. This role is designed for someone who thrives in dynamic environments and can seamlessly transition between tasks to support both internal teams and client needs. - Build and maintain strong, long-lasting client relationships - Ensure the timely and successful delivery of our solutions according to client needs and objectives - Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders - Identify and grow opportunities within the territory and collaborate with sales teams to ensure growth attainment - Assist with challenging client requests or issue escalations as needed - Provide assistance across a variety of administrative and operational tasks, such as data entry, updating internal systems, or managing schedules Qualifications - Proven track record of managing client relationships, preferably in a related field such as hospitality, client success, or sales - Strong communication and interpersonal skills - Can handle various tasks with attention to detail, managing priorities effectively in a fast-paced environment - Empathetic understanding of client needs and the ability to address them effectively - Ability to address challenges and proactively offer solutions Company Description We are an Equal Opportunity Employer. We make hiring decisions based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other characteristic protected under applicable law. We welcome applicants from all backgrounds and believe that diversity of experience, culture, and perspective makes us stronger.

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. TELUS Health supports the total health and wellbeing of over 70 million lives worldwide through our clinical expertise, global presence, and digital wellbeing platform - delivered through our Integrated Health Solutions. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program (EAP) with proactive wellness solutions in a digital ecosystem that helps people prevent and manage challenges across family, health, life, money, and work. As a Senior Customer Success Manager, you'll manage a portfolio of enterprise-level clients - building strategic C-suite relationships, driving significant revenue growth through upselling, and ensuring maximum value realisation across high-impact accounts. You'll be the strategic executive partner for your clients, working fully remote from Melbourne, Sydney, Brisbane, Adelaide, or Perth. About The Role: We're looking for a seasoned, executive-level professional to manage and grow a portfolio of 3–10 enterprise accounts. You'll serve as the trusted strategic advisor and primary point of contact for C-suite executives and key stakeholders - proactively identifying significant upsell opportunities, managing complex renewals, and delivering exceptional strategic governance across a high-stakes, relationship-intensive environment. This role requires immediate relationship maintenance and executive presence. You'll need exceptional strategic acumen, the ability to influence at the highest levels, and a consultative approach to uncovering and closing large-scale growth opportunities. You'll navigate complex organisational dynamics while maintaining deep, trust-based partnerships that drive mutual success. This is a 12 month parental leave cover, ending June 2027. Role & Responsibilities: - Serve as the primary strategic advisor and point of contact for all assigned enterprise accounts - Build and maintain executive-level relationships with C-suite decision-makers and key stakeholders - Conduct regular strategic business reviews, quarterly planning sessions, and executive touchpoints - Respond to complex client inquiries with strategic solutions and immediate relationship attention - Drive significant upsell of premium services including onsite counselling, critical incident management, assessments, flu vaccination, health checks, and bespoke wellness solutions - Identify and pursue major service expansion opportunities and strategic partnerships within existing accounts - Manage complex contract renewals and negotiations in collaboration with internal teams - Negotiate enterprise-level contract terms to ensure mutually beneficial, long-term outcomes - Prepare and issue comprehensive strategic reports, outcome analyses, and ROI summaries - Coordinate executive-level manager and employee orientations and strategic program launches - Maintain accurate, up-to-date records in the CRM system with detailed account intelligence - Utilise CRM data to track interactions, opportunities, account health metrics, and strategic initiatives - Ensure compliance with contractual obligations and delivery of premium service standards - Serve as the internal advocate for enterprise clients, coordinating cross-functional teams - Identify and mitigate account risk through proactive relationship management and strategic planning Skills & Experience Required: - Minimum 5+ years in account management, customer success, or enterprise sales - Proven track record managing large enterprise contracts and complex multi-stakeholder environments - Experience with HR, employee wellbeing, or EAP programs in enterprise settings highly preferred - Demonstrated success meeting and exceeding revenue targets on high-value accounts - Proven ability to manage a significant book of business independently and strategically - Strong commercial mindset with a hunger to close large upsell and expansion deals - Advanced financial acumen with understanding of enterprise contract management and revenue growth - Strategic thinking with ability to identify and convert significant upsell opportunities - Executive presence and ability to build trusted relationships with C-suite stakeholders - Exceptional communication and interpersonal skills across all organisational levels - Resilience and adaptability in navigating complex, changing business environments - Proficiency in CRM systems (Salesforce or equivalent) with advanced data analytics capability - Advanced Microsoft Office Suite and reporting tools - Bachelor's Degree in Business, Human Resources, Psychology, or related field - or equivalent work experience - 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 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.

Customer Success Manager (Remote) Role Summary To make our customer retention vision a reality, we are hiring a Customer Support & Retention Leader to oversee and elevate the experience across a diverse portfolio of customers. This role owns customer satisfaction, retention, and long-term value by combining deep knowledge of our platform, industry trends, and best practices with a strong understanding of customer needs. You will lead efforts to proactively identify and mitigate churn risk, while also transforming how customers engage with our support organization, from intake through resolution. You will maximize the strength of each customer relationship by building rapport across all levels of the organization, from end users to executive stakeholders, while identifying opportunities to expand value, improve outcomes, and strengthen engagement. This role serves as the Voice of the Customer (VOC), acting as both a trusted advisor and internal advocate to ensure customer feedback directly influences our product, content, and go-to-market strategies. Key Responsibilities - Customer Retention & Churn Reduction - Own and drive customer retention outcomes, proactively identifying risks and executing strategies to reduce churn - Develop and operationalize churn prediction models, customer health scoring, and risk segmentation frameworks - Build and execute proactive retention playbooks (outreach, engagement campaigns, escalation paths) - Partner closely with Sales on renewals, expansions, and at-risk account recovery - Identify root causes of churn and drive cross-functional initiatives to address systemic issues - Proactive Customer Engagement - Establish a structured approach to ongoing customer engagement across the lifecycle - Build credibility and trust by deeply understanding customer requirements and consistently delivering value - Define touchpoints, success milestones, and intervention triggers - Ensure high-value customers receive proactive, strategic support - Drive improvements in customer adoption, usage, and overall satisfaction - Act as a trusted advisor, leveraging product expertise, industry knowledge, and best practices to guide customers toward success - Partner with Sales to identify and support expansion and upsell opportunities within the existing customer base Customer Support Intake & Experience Transformation - Redesign and optimize the customer support intake process, including channels, forms, routing logic, and prioritization - Improve ticket triage accuracy, response times, and resolution quality - Implement scalable workflows, automation, and self-service solutions (knowledge base, guided support, etc.) - Reduce friction in how customers access support and ensure a consistent, high-quality experience - Establish and enforce SLAs and performance standards across support operations - Navigate and resolve complex or high-risk customer situations with confidence and accountability Cross-Functional Leadership & Voice of Customer - Translate customer insights into actionable improvements across Product, Marketing, and Content Services by building strong feedback loops that drive product enhancements, content improvements, and messaging alignment - Partner with Product to prioritize fixes and features that directly impact retention - Collaborate with Marketing and Content teams to improve customer education, onboarding, and self-service resources - Data, Metrics & Operational Excellence - Define and track key metrics, including churn rate, retention rate, customer health, NPS/CSAT, and support performance KPIs - Use data to identify trends, risks, and opportunities for improvement - Build dashboards and reporting to provide visibility into customer experience and retention performance - Continuously refine processes to improve efficiency, scalability, and outcomes - Team Leadership & Development - Build, lead, and develop a high-performing customer support and retention team - Establish clear goals, accountability, and performance expectations - Coach team members on proactive engagement, customer communication, and problem-solving - Foster a culture of customer obsession, ownership, and continuous improvement - Demonstrate strong operational discipline with the ability to manage multiple priorities and workflows simultaneously Qualifications/Required Experience - 7+ years in Customer Success, Customer Support, or Customer Experience leadership roles - Proven track record of reducing churn and improving customer retention - Experience building or scaling support operations and intake processes - Strong analytical skills with experience using data to drive decisions and outcomes - Experience working cross-functionally with Sales, Product, and Marketing teams - Preferred Experience - Experience in SaaS or subscription-based business models - Familiarity with customer success platforms, CRM systems, and support tools - Experience implementing customer health scoring or lifecycle management frameworks Key Competencies - Strategic thinking with strong execution capability - Customer-first mindset with a focus on long-term value - Process design and operational optimization - Data-driven decision making - Cross-functional leadership and influence - Strong communication and stakeholder management skills Compensation/Benefits Information Accuris states that the anticipated base salary range for this position is $100,000 to $120,000 + Bonus + Shared Equity. Final base salary for this role will be based on the individual's geographical location as well as experience and qualifications for the role. For more information on benefits, please reach out to the recruiter assigned to the role. About Company Statement: We provide the world's engineers mission-critical intelligence, safeguarding the technology of today and enabling the breakthroughs of tomorrow. Accuris transforms the world's largest repository of standards and supply chain data into AI-driven insights and connected workflows - enabling engineers to work smarter, stay compliant, and innovate faster. Behind every world-changing innovation - there's Accuris - the most trusted intelligence platform for engineers. https://accuristech.com/ Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 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