The Customer Success Manager will manage client onboarding, support, relationship management, and retention strategies while tracking engagement metrics and contributing to company growth.
BIS Safety Software is a fast-paced, high-growth organization providing leading software for the safety industry. We are expanding our team and are seeking an experienced, full-time Customer Success Manager who brings a passion for outstanding customer service, a proactive approach to client education and engagement, and a strong understanding of software and technology.
Founded in 2006, BIS is proudly headquartered in Sherwood Park, Alberta. We have developed a world class software solution by emphasizing client relationships and continuous innovation, and we are looking to continue our growth across North America and around the world.
This role focuses on delivering an exceptional customer experience by leading clients through the full customer journey—from onboarding and training to long-term relationship management and expansion. You will serve as the main point of contact for your assigned accounts, coordinating training sessions, running quarterly business reviews, identifying opportunities to expand platform usage, and offering prompt and ongoing support as clients grow with our software.
We are looking for someone with a flexible schedule, who is able to work the occasional evening to accommodate international clients.
In this role, you will be expected to:
- Manage full-cycle customer success including onboarding, ongoing support, retraining, and long-term care
- Build strong relationships across a portfolio of 25–30+ clients and drive engagement through regular business reviews
- Own retention efforts and identify opportunities for upselling and expanding system use
- Track and report engagement activity including booked meetings, client feedback, and usage patterns
- Act as a product consultant by collaborating with clients and internal teams to ensure needs are met
- Partner with Technology and Marketing teams to share client insights and influence product improvements
- Use Customer Health Scores and monitoring tools to proactively address engagement risks
- Track and analyze NPS data to refine and guide customer success strategies
- Contribute to the development of the Customer Success function as we continue to scale
- Guide clients through the full journey from onboarding to adoption, expansion, and advocacy
You might be the right fit, if you:
- Have experience in Customer Success, ideally in a SaaS or tech environment, and are confident delivering onboarding, engagement, and retention
- Are curious, consultative, and motivated by problem solving and relationship building
- Understand software workflows and can confidently teach, support, and advise clients
- Have strong interpersonal and soft skills with the ability to build trust and rapport
- Are flexible with working hours, preferably EST, and open to both remote and in-person work
- Bring a customer-obsessed mindset and take ownership of client outcomes
- Are comfortable with data-driven decision making and project management
Bonus points if you have:
- Experience managing a large or complex client portfolio.
- Familiarity with CRM tools, onboarding platforms, and success metrics
- Experience running quarterly business reviews and tracking engagement metrics like NPS.
- Past experience in account management or customer-facing product roles.
Posting ID: #T202508-19CSM
Why join us
At BIS, we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.
Another key part of our culture is our purposeful avoidance of titles. We don’t use job titles as they don’t reflect the value we place on humility. And we lead with our heart, treating all our customers and team members with integrity and compassion.
We are looking for like-minded individuals who are interested in growing with us.
In addition, we also offer the following:
Comprehensive benefits package
Health spending account
Growth opportunities
Flexible working hours
On-the-job training
Work-life balance
Free on-site parking
Team Recognition Points
Social committee
Fun, open and collaborative environment
Be More Than an Employee
BIS is a company where you can not only grow your career but also share in the success you help create. Our Employee Stock Ownership Plan (ESOP) allows you to own a piece of the business and build equity in the company’s future.
We'd love to hear from you
If this describes you, please submit a creative application that is sure to grab our attention. Submit your résumé and cover letter in confidence through this posting.
Visit our Careers Page to learn more.
We sincerely thank all applicants for their interest, however, only applicants selected for interviews will be contacted.
Top Skills
Crm Tools
Onboarding Platforms
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