Client Success Manager

Blackline Safety•Calgary, AB

2d•Hybrid

About The Position

The Client Success Manager is responsible for building strong relationships with clients, ensuring their satisfaction, and driving long-term value from the company's offerings. This role bridges the gap between sales and support, acting as a trusted advisor to clients and a strategic partner internally.

Requirements

3-5 years of direct CSM experience, focusing on retention and upsell in SaaS environments.
Previous account management or sales professional experience in multi million dollar product sales and/or service renewal or retention contracts.
Proficient with the full MS Office suite, including Teams, Excel and PowerPoint, and have an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application experience.
Proven ability to work within a team structure, collaborate and lead a team when called upon.
Proven experience managing customer relationships with strong problem solving abilities and a proactive approach to addressing client needs.
Ability to analyze data and present insights to client.
Clear communication, both written and verbal with strong interpersonal skills.

Nice To Haves

Post-secondary degree in business or marketing is an asset.

Responsibilities

Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion.
Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter.
Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth.
Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results.
Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution and use their ability to effectively prepare, and deliver these messages to client accounts. This includes consistently demonstrating an understanding of the audience within the client account.
Demonstration of the ability to consistently apply techniques to engage, grow and handle issues related to assigned customer accounts, of different sizes/complexity, to meet corporate, team and individual performance objectives.
Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving.
Understanding of the company’s product catalog, their application within customer accounts and comfort in consistently communicating the benefits of the different features of the product.
Develop customer account plans and to consistently apply project management principles, including collaboration with other Blackline teams and distribution partners, to fulfill account management tasks or other specially assigned projects.
Work as an ambassador to help clients realize the full benefit of available Blackline products and services.
Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
Actively look for ways to improve process efficiencies and effectiveness.
Other duties as assigned.