Manager, Client Success - East and Africa

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Reporting to the Vice President, Client Success, the Manager, Client Success plays a key role in driving client goals, product utilization, retention efforts of our clients, and the oversight of our Client Success Managers. This role will lead the day-to-day operations of a Client Success team of 5-8 Client Success Managers and drive the strategic initiatives to support the overall goals of the department and the organization. This role will require daily support not only for clients but also cross-functionally with all internal teams within the organization to ensure continued growth within existing clients and future clients.

• Working in collaboration with the Vice President, Client Success, building leading, and mentoring the Client Success team, by ensuring the team remains objective and results driven.
• Oversee the retention of our customer base with the continuous coaching of our Client Success Managers
• Oversee the renewal of customers’ service contracts through the oversite of renewal quotes and ensure our Client Success team follows through to completion.
• Oversee the application of sales methodologies to create, manage and close opportunities for account expansion to increase revenue from existing accounts
• Identify areas of development within the Client Success Managers and ensure that the team remains world-class.
• Coach and mentor Client Success Managers to ensure the successful development of strategic customer account plans.
• Ensure Client Success Managers maintain currency in Blackline Safety products and become product experts in all Blackline products and services.
• Work with the Client Success Managers to escalate internal and external concerns, by ensuring that all resources used maintain customer satisfaction.
• Ensure that Client Success Managers are providing feedback to product management teams on long-term trends that may affect customer satisfaction or retention.
• Report on KPIs to Management
• Monitor work schedules for the team to ensure they meet deployment demands both locally and internationally, recommending adjustments as required.
• Aid in documenting procedures, establish training
• Actively looks for ways to improve process efficiencies and effectiveness
• Other duties as assigned.

• Post-Secondary education or equivalent certification in a business-related field is an asset
• Minimum 2 years' leading a customer-facing customer support team
• Proven track record of leading and energizing a group to be successful and meet targets
• Ability to drive results in an ever-changing environment
• Ability to identify meaningful metrics for reporting and analysis of operational issues
• Clear communication, both written and verbal with strong interpersonal skills

At Blackline Safety, we offer more than just a job—we offer a career with purpose. Our Total Rewards offerings are designed to support the diverse needs of our global workforce and vary based on employment type and location. They may include:

• Competitive base salary and annual compensation review
• Comprehensive health and dental benefits*
• Mental health and wellness support
• Flexible work arrangements and hybrid work model for eligible positions
• Paid vacation, personal and sick days*
• Professional development opportunities
• Education funding
• A collaborative, inclusive, and mission-driven culture
• Exclusive access to perks and discounts
• A flexible ‘Dress for Your Day’ environment
• Eligibility and coverage vary by employment type and region.