Customer Success Manager (CSM)

Cognibox; Calgary; Hybrid; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Hybrid workplace

Mental health support

Vacation 3 weeks

Wellness days

Medical and dental coverage

Year-end company shutdown

Job summary

Veriforce in Calgary, Canada seeks a Customer Success Manager to manage a portfolio of key clients and drive renewals, upsell opportunities, and strong client relationships.

You will act as the primary contact, delivering proactive account management, tailored product usage advice, and collaboration with cross-functional teams to achieve growth.

Qualifications

• 2–5 years of proven customer relationship management in a B2B setting.
• Excellent communication and relationship-building with clients at multiple levels.
• Strong results orientation with analytical and problem-solving abilities.
• Knowledge of compliance, supplier management or health & safety is a plus.

Responsibilities

• Develop and maintain relationships with a portfolio of key clients for satisfaction and retention.
• Act as trusted advisor, providing strategic insights for business decisions and product use.
• Monitor trends and market changes to anticipate client needs and tailor solutions.
• Manage account health, resolve issues quickly, and optimize customer experience.
• Be the primary contact for accounts via email, phone, and meetings.
• Collaborate with Sales, Product, and Technical teams to resolve escalations.

Skills

Account management

Customer relationship management

B2B knowledge

Communication skills

Analytical thinking

Tools

CRM systems

GRC platforms

Job description

Customer Success Manager (CSM)

Department: Sales

Employment Type: Permanent

Location: Calgary, Canada

Reporting To: Director, Customer Success

Description

Creating safer workplaces while expanding your commercial impact. We want to create a better working world by building a global network of responsible buyers and suppliers. Veriforce 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. 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.

In this role, you will combine customer service excellence with strong commercial acumen—identifying growth opportunities, managing contract renewals, proposing upsell solutions, and strengthening client relationships to maximize the commercial value of your portfolio.

This role combines outstanding customer service with strong business insight, offering an opportunity to influence customer success while contributing to revenue growth.

What that means day-to-day:

• 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.

What you’ll need to be successful:

• 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, supplier management, GRC) is a plus

What you’ll get in return:

Veriforce has a hybrid workplace policy. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else!

Personal Health & Wellbeing

• Integrated mental health & wellbeing support
• Vacation – starting at 3 weeks
• Wellness Days & Annual Giving Day – an extra to give back to yourself or your community
• Comprehensive medical and dental coverage
• End of the year, company-wide shut down for you to relax and recharge

Future Planning

• LinkedIn Learning License for upskilling & development

Bring Your Whole Self to Work.

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.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
• An initial discovery call with the recruiter
• A first stage interview via Microsoft Teams
• Additional interview with the stakeholders you’ll be working with closely in the role

Compensation: The expected salary range for this role is $75,000 – $90,000 CAD + Variable annually, based on experience, skills, and qualifications.

Role Context: This opportunity is a new role created to support our team’s continued growth and success.

Use of AI in Hiring: We do not use