Senior Director, Cusomer Success at LifeWorks

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

27 Aug, 26

Salary

0.0

Posted On

29 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Account Management, Upsell Revenue Generation, C-level Relationship Management, Team Leadership, Strategic Planning, CRM Proficiency, Business Analytics, P&L Management, Stakeholder Collaboration, Market Trend Analysis, Client Retention

Industry

Wellness and Fitness Services

Description

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 together The 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. Being part of the team at TELUS Health is more than a job; it’s a career-defining experience. It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s a chance to build genuine, long-term relationships along the way. A place to experience more Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world. Talented people who care Coming to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone. Work that matters Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.

Responsibilities

Lead and develop a high-performing Customer Success organization across the APAC region to drive revenue growth and business expansion. Oversee strategic executive relationships and manage a large portfolio of corporate accounts to improve employee wellness outcomes.