Customer Success Specialist - Onboarding and Education

Overview

BIS Safety Software is a fast-paced, high-growth organization providing software for the safety industry. We are expanding our team and seeking an experienced, full-time Customer Success Specialist who is passionate about outstanding customer service, proactive client education and engagement, and has a strong understanding of software and technology.

Who We Are

Founded in 2006, BISis 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 guiding 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, coordinate training sessions, run quarterly business reviews, identify opportunities to expand platform usage, and provide 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 analyze NPS data to refine and guide customer success strategies
• Contribute to the development of the Customer Success function as we 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, with onboarding, engagement, and retention experience
• 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
• Comfort 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

Posting : #T202601-16

CCS

At BIS, we pride ourselves on being entrepreneurial. Our office fosters collaboration and learning, with quick adoption of new ideas and best practices to further our software and company. We avoid rigid titles, lead with heart, and treat customers and team members with integrity and compassion. We are looking for like-minded individuals who want to grow with us.

We offer:

• 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

BIS is a company where you can grow your career and share in the success you help create. Our Employee Stock Ownership Plan (ESOP) allows you to own a piece of the business.

We’d love to hear from you. If this describes you, please submit a creative application that grabs our attention. Visit our Careers Page to learn more. We sincerely thank all applicants for their interest; however, only those selected for interviews will be contacted.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Salary ranges are based on experience and reflect the unique skillset each individual brings to the role. In addition to this salary, we offer full medical coverage (health, dental, and vision), life insurance, and disability insurance.