Customer Success Manager (CSM)
Hybrid Calgary Toronto Full-time Manager Customer Success
At a glance
Mid-level Customer Success role at Veriforce. Calgary · full-time.
Pay not stated
RoleCustomer Success
SeniorityManager
LocationCalgary
WorkplaceHybrid
EmploymentFull-time
PostedMay 21, 2026 · 4mo ago
Also hiring inToronto
Role brief
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage key client accounts, keeping relationships strong and identifying ways to retain and grow each portfolio
- Track account health, resolve customer issues, and recommend improvements based on satisfaction and product use
- Guide onboarding and training so clients can get more value from the products and services
- Find upsell and cross-sell opportunities, handle renewals, and present growth options to customers
- Keep CRM records accurate while reporting account status, usage, and recommendations to stakeholders
What you bring
- At least two years of B2B customer relationship or customer service experience
- Clear communicator who can build durable relationships across different client seniority levels
- Strong analytical, problem-solving, and results-focused approach to customer work
Who this fits
You will suit a commercially minded customer success professional who can balance responsive service with renewals, expansion, and account growth. The role is based in Calgary with a hybrid arrangement and involves working with Sales, Product, and Technical teams.
From the employer
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.
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.
- 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.
- 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
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