Customer Success Manager (Business Solutions)

LifeWorks, Inc. • $62K — $112K *
Edmonton, AB T5A 0A1In-Person
Telecommunications & Hardware
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3-5+ years in Customer Success or related fields
  • Experience managing enterprise-level accounts and influencing senior leaders
  • Strong business and financial acumen for analyzing account economics
  • Solid understanding of technology and data networking concepts
  • Exceptional communication and negotiation skills
  • Ability to manage multiple complex accounts under pressure
  • Bachelor's degree in Business, Communications or related field, or equivalent experience

Responsibilities

  • Drive the migration of enterprise accounts from copper circuits to fibre solutions
  • Translate customer feedback into actionable insights for internal teams
  • Maximize customer lifetime value through product adoption and risk management
  • Own the development and execution of customer success plans
  • Lead collaboration across teams to deliver integrated solutions
  • Ensure seamless onboarding and implementation processes

Benefits

  • Comprehensive total rewards package including competitive salary and bonuses
  • Minimum 3 weeks of vacation and flexible benefits plan
  • Flexibility to work in-office, virtually, or hybrid
  • Company-matched pension and share purchase programs
  • Opportunities for community involvement and giving back
  • Career growth and skill development opportunities
  • And much more...
Full Job Description
Description

What you'll do

Your core responsibilities:

  • Drive Copper-to-Fibre Migration: Own the customer success strategy for migrating enterprise accounts from legacy copper circuits to modern fibre solutions. You'll lead readiness planning, manage implementation timelines, and ensure smooth technical transitions
  • Translate Voice of Customer: Gather customer feedback and translate it into actionable insights for internal teams (Product, Sales, Solution Design). You'll advocate for customer needs and help TELUS evolve its offerings to stay competitive
  • Maximize Customer Lifetime Value: Increase product adoption, manage churn risks, and align TELUS solutions with customer business objectives. You'll conduct Quarterly Business Reviews that position additional TELUS services and identify expansion opportunities
  • Own the Customer Success Plan: Develop and execute strategic account plans that outline key milestones, adoption goals, and success metrics. You'll measure progress and adjust strategies based on customer outcomes
  • Lead Cross-Functional Collaboration: Partner with Account Executives (Sales), Solution Design, Process Improvement, and Product Management to deliver integrated solutions. You own the customer success roadmap; Sales owns revenue; together you drive customer lifetime value
  • Ensure Seamless Onboarding: Manage post-sale onboarding including implementation planning, readiness reviews, and first bill audits. You'll set the tone for the customer relationship and accelerate time-to-value


Qualifications

What you bring

Must-Haves:

  • Experience: 3-5+ years in Customer Success, Account Management, Sales, or Customer Relationship Management at an intermediate or senior level (or equivalent professional experience)
  • Enterprise Stakeholder Management: Proven success managing or supporting accounts with senior decision-makers (director+ level). You're comfortable in boardrooms and can influence C-suite and senior leadership on strategic decisions
  • Business & Financial Acumen: Strong understanding of account economics (Gross Margin, profitability analysis, competitive positioning), industry trends, and how businesses make purchasing decisions
  • Technical Foundation: Solid grasp of technology and data networking concepts. You don't need to be a network engineer, but you're comfortable learning how networks work and staying current with industry evolution
  • Communication & Influence Skills: Exceptional negotiation, persuasion, and conflict resolution abilities. You communicate with clarity and conviction-translating technical complexity into business language for executive audiences
  • Resilience & Prioritization: Ability to manage multiple complex accounts simultaneously, navigate ambiguity, and maintain focus on customer outcomes under pressure
  • Education: Bachelor's degree in Business, Communications, or related field, OR equivalent professional experience (5+ years in enterprise customer-facing roles)


Nice-to-Haves:

  • Migration Experience: Prior experience leading copper-to-fibre, legacy-to-modern, or similar infrastructure migration programs
  • Telecom or Technology Background: Experience in a telecommunications, technology, or professional services environment
  • Professional Certifications: Certifications in Customer Success Management (CSMP), ITIL, Sales, or Business Relationship Management (BRM)-we value demonstrated experience equally
  • Public Sector Experience: Background working with government or public sector organizations (an asset given our public sector focus)


Why TELUS

  • Strategic Impact: You'll work on initiatives that shape how Canada's enterprises modernize their infrastructure
  • Career Growth: High-visibility role with exposure to senior leadership and opportunities to grow into account leadership or customer success leadership positions
  • Collaborative Culture: Work with best-in-class teams across Sales, Product, Design, and Operations
  • Enterprise Client Base: Partner with Canada's most sophisticated organizations and solve complex business problems
  • Learning Opportunities: Stay current with the latest in network technology, enterprise solutions, and customer success best practices


Salary Range: 62,400-112,400

Performance Bonus or Sales Incentive Plan: 15,600-29,200

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more ...


Job Type: This is for a current vacancy

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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About LifeWorks, Inc.

LifeWorks, Inc. Careers

Joining LifeWorks, Inc. presents an unparalleled opportunity to become part of a leading team dedicated to professional growth and innovation in the industry. LifeWorks, Inc. is renowned for its commitment to excellence and a culture that fosters diversity and leadership.

Explore Job Opportunities

LifeWorks, Inc. offers a variety of job opportunities that cater to a range of skills and professional interests. Whether seeking an entry-level position or a more senior role, LifeWorks, Inc. provides a platform for career advancement and personal development.

Internship Programs

Embark on a professional journey with LifeWorks, Inc. through its dynamic internship programs. These opportunities allow individuals to gain hands-on experience, enhance their resumes, and develop essential skills in a real-world setting. Internships at LifeWorks, Inc. are a stepping stone to full-time employment and a flourishing career.

Professional Growth and Benefits

LifeWorks, Inc. is dedicated to the professional growth of its team members, offering extensive training and development programs. Employees enjoy comprehensive benefits that support both their professional and personal lives, ensuring a well-rounded employment experience.

Inclusive Culture and Diversity

The company prides itself on a workplace culture rooted in diversity and inclusion. LifeWorks, Inc. believes that a diverse team inspires innovation and enhances problem-solving capabilities. Through diversity training and inclusive hiring practices, LifeWorks, Inc. ensures that all team members have the opportunity to contribute and succeed.

Networking and Leadership Development

LifeWorks, Inc. encourages its employees to engage in networking and leadership development activities. These initiatives are designed to build strong professional networks and develop the leadership skills necessary for career advancement within the company.

Innovation at LifeWorks, Inc.

At the forefront of innovation, LifeWorks, Inc. continually seeks to implement cutting-edge solutions and services. The team at LifeWorks, Inc. is composed of dedicated professionals who bring creativity and expertise to every project, driving the company's success in a competitive market.

Hiring Process

The hiring process at LifeWorks, Inc. is designed to identify and attract top talent. Candidates undergo a thorough interview process that assesses their skills, cultural fit, and potential for growth within the company. LifeWorks, Inc. values transparency and communication, ensuring that all applicants receive timely updates and feedback.

Career Opportunities Await

LifeWorks, Inc. is actively hiring and looking for motivated individuals who are ready to take their careers to the next level. Explore the open positions and find where your skills and passions align with the needs of LifeWorks, Inc.

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LifeWorks, Inc. is not just a company; it's a place where careers are nurtured, and futures are built. Join the team and be part of a community that values hard work, creativity, and a commitment to excellence.
Learn more about LifeWorks, Inc.
Industry
Healthcare
* Ladders Estimates

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