Location: Onsite (Cork HQ, Mahon)
Type: Permanent Position
Salary: €35,000 gross p/a + performance bonus
Shifts: 11.30-20.00 Mon-Fri subject to change (shifts may be introduced in the future)
Start Date: 17th November 2025

We're looking for a Customer Success Associate to support our client’s rapidly growing Healthcare & Life Sciences (HLS) portfolio. This is a unique opportunity to join a high-impact vertical at the intersection of fintech and healthcare, working directly with our client’s HLS Lead to drive customer engagement, retention, and growth across thousands of innovative companies.

This role is designed as a growth-oriented partnership: you'll start by mastering operational fundamentals, then progressively take on more strategic responsibilities as you demonstrate impact. 

What we offer:

• Stable job - permanent employment contract

• Opportunity to advance your career and build expertise at the intersection of fintech, healthcare, and customer success - a rare and valuable combination

• Multilingual exposure: improve your spoken and written language skills

• Inspiring and fun environment: our offices are known for their innovative, fun and pleasant design. Enjoy our 'relax' and 'play' areas as well as our onsite gym

• Community projects: want to make the world a better place? We run CSR (corporate social responsibility) events all year long

• Private medical insurance coverage after 6 months tenure. We work with one of the best suppliers (VHI) where you will benefit from a professional package

• Great rewards for referring your friends

• Bike-to-work tax relief

• Pension scheme

• Maternity and paternity leave

• Access to GP care and an occupational health advisor

• Subsidized canteen

Overview of tasks:

Phase 1: 

• Execute templated customer outreach including email cadences, event follow-ups, and success check-ins

• Maintain pristine CRM hygiene in Salesforce - updating account data, tagging opportunities, and tracking customer health metrics

• Monitor operational dashboards to identify at-risk accounts and high-growth potential customers for escalation

• Triage inbound requests and route technical/KYC tickets to appropriate support teams while ensuring timely resolution in expected SLAs

• Manage cross-functional follow-ups to deliver answers within expected SLAs

Phase 2: 

• Respond to inbound customer inquiries through the HLS channel with professionalism and product knowledge

• Join customer calls to support quarterly business reviews, product adoption discussions, and success check-ins

• Execute standardized playbooks to drive adoption of our client's card, treasury, and perks products

• Draft vertical-specific communications, event follow ups, and pipeline updates tailored to healthcare audiences

• Surface early expansion signals (e.g., hiring growth, funding rounds) and hand off opportunities to the HLS Lead

Phase 3: 

• Support logistics and coordination for HLS community events, peer networking groups, and ecosystem partnerships

• Proactively monitor churn risk signals and escalate complex issues with context and recommendations

• Synthesize customer feedback, competitive intelligence, and market trends to inform vertical strategy and product roadmap

• Take on higher-touch customer interactions under HLS Lead guidance, including co-facilitating community discussions and representing our client in introductory calls

We are looking for:

• Previous experience in customer success, relationship banking, account management, or fintech account support

• Comfortable managing customer communication via email and video calls

• Experience with CRM platforms (Salesforce preferred) and customer health-score tools

• Detail-oriented with a process-driven mindset: You thrive on process, organization, and getting the small things right

• Customer-centric: You genuinely care about helping customers succeed and building relationships

• Curious learner: Willingness to learn the nuances of banking regulations, healthcare compliance, and fintech products

• Collaborative: You're comfortable playing a supporting role in a high-growth vertical and working cross-functionally 

• Adaptable: You can shift priorities in a fast-paced environment

We’d love for you to have:

• Familiarity with healthcare or life sciences industry (terminology, regulatory landscape, customer needs) - great to have but not required

• Prior experience in fintech, neobanking, or B2B SaaS  - great to have but not required

• Passion for startups and innovation ecosystems  - great to have but not required

Apply now!

If you're successful with your initial application, our recruitment department will be in touch within 7 days. 

Are you worried your profile doesn’t meet all the listed requirements? Don’t hesitate to apply anyway! We wouldn’t like to miss the opportunity of meeting a great candidate. 

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 75,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

Equal Opportunity Employer

TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Applicants with special needs will be given preferential consideration if they are equally qualified.

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