Strategic SaaS Client Success Manager

Internetwork Expert; Calgary; Hybrid; 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

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.