The Role
Manage a portfolio of B2B clients as primary point of contact to ensure adoption, satisfaction, retention, and growth. Lead onboarding and training, resolve escalations, maintain CRM records, identify upsell/cross-sell opportunities, collaborate with Sales/Product/Technical teams, and deliver strategic insights and reports to optimize customer value and revenue.
Summary Generated by Built In
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.
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.
What that means day-to-day:
- 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.
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 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
What you’ll get in return:
Veriforce has a hybrid workplace policy. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else!
Personal Health & Wellbeing
>🧠 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
>🩺 Comprehensive medical and dental coverage
> 😴 End of the year, company-wide shut down for you to relax and recharge
Future Planning
>🏫 LinkedIn Learning License for upskilling & development
Interested but don’t feel you meet all the requirements?
Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!
Bring Your Whole Self to Work.
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.
What you can expect if you apply:
- A response to your application within 15 working days
- An interview process consisting of:
- An initial discovery call with the recruiter
- A first stage interview via Microsoft Teams
- Additional interview with the stakeholders you’ll be working with closely in the role
We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.
Compensation: The expected salary range for this role is $75,000 – $90,000 CAD + Variable annually, based on experience, skills, and qualifications.
Role Context: This opportunity is a new role created to support our team’s continued growth and success.
Use of AI in Hiring: We do not use
We’re excited to connect with candidates who share our values and are passionate about making an impact. If this role feels like a good fit, we’d love to hear from you.
Compensation: The expected salary range for this role is $75,000 – $90,000 CAD + Variable annually, based on experience, skills, and qualifications.
Role Context: This opportunity is a new role created to support our team’s continued growth and success.
Use of AI in Hiring: We do not use
We’re excited to connect with candidates who share our values and are passionate about making an impact. If this role feels like a good fit, we’d love to hear from you.
About
Equal Employment Opportunity We are an equal opportunity workplace. All candidates will be afforded equal opportunity through the recruiting process. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity and/or expression. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring their authentic selves to work. If you are contacted for an interview and require accommodation/adjustments during the interviewing process, please let us know.
Skills Required
- 2-5 years of experience in customer relationship management or customer service in a B2B environment
- Excellent communication skills and 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
- Knowledge or experience with compliance, supplier management, or GRC platforms
Am I A Good Fit?
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The Company
What We Do
We help create better workplaces, and help to keep people safe, reduce risks and simplify processes through our expert teams and technology. Since 1979, we’ve been providing our clients with market-leading compliance and risk management solutions. We have expanded over the years to include certification, accreditation, HR and health and safety consultancy for SMEs, and training expertise, resulting in the Alcumus business that exists today. By building great relationships with our customers, we understand their needs and provide a range of technology solutions, advice and support that helps to identify and minimise risks, navigate compliance and create better workplaces to keep people safe. Our solutions go beyond simple box ticking exercises, where we constantly look for new and innovative ways to support and enhance our clients’ businesses and make it easier for them to keep their workforce safe by embracing new and evolving technology. Our team includes over 1,000 employees across our UK, North American, American and APAC offices. We take great pride in being an inclusive organisation by respecting and appreciating each individual, regardless of age, gender, ethnicity, religion, disability, sexual orientation, education, or nationality, creating a safe, positive, and nurturing environment. Whether you’re a contractor, SME or multi-national enterprise, we’re here to help create safe and effective workplaces.
