Associate Customer Success Manager

Job Description

JOB  DETAILS

As an Associate Customer Experience professional, you’ll manage a high-volume portfolio of clients – ensuring seamless contract renewals, protecting core EAP offerings, and delivering consistent service excellence across a fast-paced, transactional environment. You’ll be the operational backbone of our customer success function, working fully remote from Brisbane, Melbourne or Sydney.

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

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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