Remote Customer Success Specialist - Onboarding and Education; Woodstock

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 Specialist 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 be stepping into an existing role 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.

• 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 analyse 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

• Experience in Customer Success, ideally in a SaaS or tech environment, and confidence delivering onboarding, engagement, and retention
• Curious, consultative, and motivated by problem‑solving and relationship building
• Understanding of software workflows and ability to teach, support, and advise clients
• Strong interpersonal and soft skills with the ability to build trust and rapport
• Customer‑obsessed mindset and ownership of client outcomes
• Comfortable with data‑driven decision making and project management

• 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

$55,000 - $70,000 a year. Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role.

• Full medical (health, dental, and vision) coverage
• Life insurance and disability insurance
• Comprehensive benefits package, including a health spending account
• Growth opportunities and flexible working hours
• On‑the‑job training and work‑life balance initiatives
• Free on‑site parking, team recognition points, and social committee events
• Employee Stock Ownership Plan (ESOP) allowing employees to own a piece of the business

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