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 personalised support, proactive account management, and optimised use of our products and services. 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 solid, 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 optimising 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 maximise 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 organisational 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:

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 year company‑wide shutdown to relax and recharge.

LinkedIn Learning license for upskilling & development.

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

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.

Use of AI in Hiring: We do not use.

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

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