Client Success Manager

Blackline Safety; Calgary; Hybrid; CAD 75,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Mental health support

Hybrid work model

Paid vacation

Professional development

Education funding

Inclusive culture

Perks & discounts

Dress for Your Day

Job summary

Blackline Safety is seeking a Client Success Manager in Canada. You will bridge sales and support, renew service contracts, and drive long-term value for customers.

You will build trusted advisor relationships, identify growth opportunities, and coordinate with internal teams to ensure customer success across the portfolio.

Qualifications

• 3–5 years of direct CSM experience focusing on retention and upsell in SaaS environments.
• Post-secondary degree in business or marketing is an asset.
• Previous account management or sales experience in multi‑million dollar product sales and/or service renewal or retention contracts.
• Proficient with MS Office including Teams, Excel and PowerPoint; ERP and CRM experience.
• Proven ability to work within a team, collaborate and lead when called upon.
• Proven experience managing customer relationships with problem solving and proactive client support.
• Ability to analyze data and present insights to clients.
• Willingness to travel up to 15%
• Clear written and verbal communication skills.

Responsibilities

• Renew customer service contracts through distribution networks and prepare renewal quotes.
• Negotiate renewals to achieve >90% completion within the quarter.
• Build productive relationships with key personnel in accounts for long-term retention and growth.
• Identify growth opportunities within accounts and coordinate with sales management.
• Plan and deliver annual and quarterly business reviews to demonstrate value of Blackline solutions.
• Engage with customers to address issues and drive product enhancements based on feedback.
• Communicate product benefits and roadmap to client accounts.

Skills

CSM / account management

SaaS upsell

Data analysis

Clear communication

Travel readiness

Education

Business or Marketing degree

Tools

MS Office Suite

ERP

CRM systems

Job description

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

The Client Success Manager is responsible for building strong relationships with clients, ensuring their satisfaction, and driving long-term value from the company's offerings. This role bridges the gap between sales and support, acting as a trusted advisor to clients and a strategic partner internally.

Key Responsibilities

• Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
• Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
• Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
• Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
• Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution and use their ability to effectively prepare, and deliver these messages to client accounts. This includes consistently demonstrating an understanding of the audience within the client account
• Demonstration of the ability to consistently apply techniques to engage, grow and handle issues related to assigned customer accounts, of different sizes/complexity, to meet corporate, team and individual performance objectives
• Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
• Understanding of the company's product catalog, their application within customer accounts and comfort in consistently communicating the benefits of the different features of the product
• Develop customer account plans and to consistently apply project management principles, including collaboration with other Blackline teams and distribution partners, to fulfill account management tasks or other specially assigned projects
• Work as an ambassador to help clients realize the full benefit of available Blackline products and services
• Provide feedback to product management team on long term trends that may affect customer satisfaction or retention
• Actively look for ways to improve process efficiencies and effectiveness
• Other duties as assigned

About You

• 3-5 years of direct CSM experience, focusing on retention and upsell in SaaS environments
• Post-secondary degree in business or marketing is an asset
• Previous account management or sales professional experience in multi million dollar product sales and/or service renewal or retention contracts
• Proficient with the full MS Office suite, including Teams, Excel and PowerPoint, and have an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application experience
• Proven ability to work within a team structure, collaborate and lead a team when called upon
• Proven experience managing customer relationships with strong problem solving abilities and a proactive approach to addressing client needs
• Ability to analyze data and present insights to client
• Availability to travel up to 15%
• Clear communication, both written and verbal with strong interpersonal skills

Total Rewards

At Blackline Safety, we offer more than just a job—we offer a career with purpose. Our Total Rewards offerings are designed to support the diverse needs of our global workforce and vary based on employment type and location. They may include:

• Competitive base salary and annual compensation review
• Comprehensive health and dental benefits*
• Mental health and wellness support
• Flexible work arrangements and hybrid work model for eligible positions
• Paid vacation, personal and sick days*
• Professional development opportunities
• Education funding
• A collaborative, inclusive, and mission-driven culture
• Exclusive access to perks and discounts
• A flexible 'Dress for Your Day' environment
• Eligibility and coverage vary by employment type and region

Diversity, Equity & Inclusion

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.

If you require accommodation during the recruitment process, please contact us at [e-mail]. We are committed to ensuring an accessible and equitable experience for all candidates.

Unauthorized Recruitment Communication Alert

We are aware of the instances in which individuals are receiving fraudulent job offers or interview requests that are fraudulently alleged to be from Blackline Safety.

Blackline Safety does not request payment or personal financial information at any stage of the recruitment process.

Please exercise caution, and do not respond to emails or other communications that are not from a Blackline Safety email address.