Customer Success Manager (Business Solutions)

Description

Join our team and what we'll accomplish together

The Customer Success team at TELUS is driving a critical transformation: modernizing how Canada's largest enterprises and government organizations connect. You'll be at the center of this evolution—leading the migration from legacy copper-based networks to next-generation fibre solutions that future-proof our customers' infrastructure while positioning TELUS as the leading provider of enterprise connectivity.

This isn't a transactional role. You'll work with C-suite and director-level stakeholders at Canada's most complex organizations, translating their business challenges into TELUS solutions and ensuring they realize maximum value from their investment. Your work directly impacts customer lifetime value, network modernization timelines, and TELUS' competitive position in the enterprise market.

The Customer Success team is collaborative, strategic, and mission-driven. You'll partner closely with Sales, Solution Design, Field Operations, and Product teams to deliver exceptional outcomes. This role offers the chance to shape how enterprise customers experience TELUS—and to grow your career in a high-visibility, strategically important function.

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