Client Success Manager

Internetwork Expert; Calgary; On-site; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Mental wellness

Flexible schedule

Paid vacation

Professional development

Education funding

Dress for Your Day

Job summary

Blackline Safety is seeking a Client Success Manager to strengthen relationships, ensure satisfaction, and drive long-term value across our SaaS offerings. The role bridges sales and support, acting as a trusted advisor and strategic partner to clients.

You will renew contracts, manage renewals, and identify growth opportunities while collaborating with sales and internal teams to deliver optimal value and drive customer success.

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.
• Proficient with MS Office suite including Teams, Excel and PowerPoint, and ERP/CRM experience.
• Ability to analyze data and present insights to clients.
• Travel up to 15%.

Responsibilities

• Renew customers service contracts through distribution networks and prepare renewal quotes.
• Manage account renewal negotiations and achieve renewals targets.
• Build productive relationships with key personnel and ensure long-term client retention and growth.
• Identify and drive growth opportunities inside accounts with sales management support.
• Plan and execute business reviews to demonstrate value and communicate outcomes to clients.
• Communicate product benefits and continuously improve offerings based on client feedback.
• Collaborate with Blackline teams and distribution partners on account plans and projects.
• Provide feedback to product management on long-term trends affecting satisfaction and retention.

Skills

CSM experience

SaaS

Account management

Renewals

Upsell

Data analysis

Strong communication

Team collaboration

Education

Post-secondary degree in business or marketing

Tools

MS Office

CRM system

ERP system

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 Rewardsofferings are designed to supportthe diverse needs of our global workforce and vary based onemployment type and location.They mayinclude:

• 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 toperksand discounts
• Aflexible ‘DressforYour 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.