Customer Success Manager

Veriforce; Calgary; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading compliance solutions provider in Calgary is seeking a Customer Success Manager to manage a portfolio of key clients. This role requires 2–5 years of experience in customer relationship management and demands excellent communication and analytical skills. The successful candidate will act as the primary point of contact for clients, ensuring satisfaction and loyalty while also identifying upsell opportunities. A hybrid working environment is offered, along with comprehensive benefits, including mental health support and vacation days.

Benefits

3 weeks of vacation

Wellness days

Comprehensive medical and dental coverage

LinkedIn Learning licence for upskilling

Qualifications

• 2–5 years of proven experience in customer relationship management or customer service in a B2B environment.
• Strong results orientation with solid analytical and problem-solving abilities.
• Good understanding of compliance, supplier management, or health & safety issues (an asset).

Responsibilities

• Develop and maintain strong relationships with a portfolio of key clients.
• Act as a trusted advisor to clients, providing strategic insights.
• Monitor industry trends and proactively anticipate client needs.
• Collaborate closely with Sales, Product, and Technical teams.

Skills

Customer relationship management

Excellent communication

Analytical and problem-solving

Long-term relationship building

Job description

Department

Sales

Employment Type

Permanent

Location

Calgary, Canada

Reporting To

VP - Client Success and Growth

Overview

Creating safer workplaces while expanding your commercial impact.
SafeContractor takes the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. We support our network of hiring clients, suppliers, and contractors by keeping them compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour.

Role Summary

We are seeking a passionate and results‑driven Customer Success Manager to manage and grow a portfolio of key clients. You will act as the primary point of contact for our customers, ensuring their success through personalized support, proactive account management, and optimized use of our products and services. This role combines outstanding customer service with strong business insight, offering an opportunity to influence customer success while contributing to revenue growth.

Language Proficiency

Advanced English and French proficiency is required to interact with clients, partners, and international subsidiaries on a recurring basis, both orally and in writing.

Day‑to‑Day Responsibilities

• Develop and maintain strong, long‑lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
• Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
• Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
• Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience.
• Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
• Ensure accurate and thorough record‑keeping in the CRM to support reliable reporting and transparent customer interactions.
• Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
• Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
• Identify and leverage upsell and cross‑sell opportunities to drive account growth and revenue.
• Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
• Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.

Qualifications

• 2–5 years of proven experience in customer relationship management or customer service in a B2B environment.
• Excellent communication skills and the ability to build long‑term relationships with clients at various organizational levels.
• Strong results orientation with solid analytical and problem‑solving abilities.
• Good understanding of compliance, supplier management, or health & safety issues (an asset).
• Knowledge or experience with similar platforms (compliance, management, GRC) is a plus.

Benefits

Veriforce has a hybrid workplace policy and emphasizes support for personal health and wellbeing: integrated mental health & wellbeing support, 3 weeks of vacation, wellness days & annual giving day, comprehensive medical and dental coverage, and company‑wide shut down for relaxation and recharge. Future planning includes LinkedIn Learning licence for upskilling & development.

Equal‑Opportunity Employer

Veriforce is proudly an equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

Application Process

• Response to your application within 15 working days.
• Initial discovery call with the recruiter.
• First stage interview via Microsoft Teams.
• Additional interview with the stakeholders you’ll be working with closely in the role.

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.