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 Manager

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

Founded in 2006, BIS is 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.

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 will serve as the 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.

We are looking for someone with a flexible schedule, who is able to work the occasional evening to accommodate international clients.
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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
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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

Are flexible with working hours

, preferably EST, and open to both remote and in-person work

Bring a customer-obsessed mindset

and take ownership of client outcomes

Are comfortable with data-driven decision making

and project management
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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.

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.Posting ID: #T202508-19CSM

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. Submit your resume and cover letter in confidence through this posting.

Visit our Careers Page to learn more.

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