Customer Success Specialist - Onboarding and Education

BIS Safety Software; Toronto; On-site; CAD 55,000 - 70,000; Full time

Job summary

A fast-paced technology firm in Toronto is seeking a full-time Customer Success Specialist to enhance client relationships and deliver exceptional customer experiences. Responsibilities include onboarding, training, client engagement, and identifying expansion opportunities. The ideal candidate possesses a strong SaaS background, exceptional customer service skills, and the ability to summarize client needs effectively. This role offers a competitive salary of CAD 55,000 - 70,000 and a comprehensive benefits package.

Benefits

Comprehensive benefits package

Health spending account

Growth opportunities

Flexible working hours

Team Recognition Points

Free on-site parking

Qualifications

• Experience in Customer Success within a SaaS or tech environment.
• Ability to build trust and rapport with clients.
• Strong skills in teaching and supporting clients with software.

Responsibilities

• Manage customer success initiatives including onboarding and support.
• Conduct quarterly business reviews and track engagement.
• Identify opportunities for upselling and expanding system use.

Skills

Customer Success experience

Problem-solving abilities

Interpersonal skills

Data-driven decision making

Tools

CRM tools

Job description

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 Specialist who brings a passion for outstanding customer service, a proactive approach to client education and engagement, and a strong understanding of software and technology.

Who We Are

Founded in 2006, BISis 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.

About the Role

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'll be stepping into an existing role as a 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.

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
• 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.

55,000 - 70,000 a year

Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role. In addition to this salary, we offer full medical (health, dental, and vision) coverage as well as life insurance and disability insurance.

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.

Visit our Careers Page to learn more.

We sincerely thank all applicants for their interest, however, only applicants selected for interviews will be contacted.