Senior Customer Success Specialist

About the Role

As our Senior Customer Success Specialist, you'll be responsible for leading the onboarding and implementation experience for new clients, guiding them from kickoff through successful adoption of the BIS Safety Software platform. You'll work with a diverse portfolio of organizations ranging from mid-market companies to large enterprise clients, partnering with administrators, project teams, and key stakeholders to understand their operational needs and tailor each implementation accordingly. If you enjoy educating others, simplifying complex processes, and making customers successful, this role is for you.

We are looking for someone with a flexible schedule who can occasionally adjust their working hours to support clients across different time zones.

In This Role, You Will Be Expected To:

• Lead onboarding and implementation projects for new clients, ensuring a smooth and successful transition to the BIS Safety Software platform.
• Deliver engaging virtual and/or in-person training sessions tailored to each client's workflows, business processes, and learning needs.
• Build trusted relationships with client administrators, project teams, and stakeholders throughout the onboarding journey.
• Configure client environments, including training matrices, user setup, and implementation requirements.
• Support data migration by helping clients migrate historical training records and data from previous systems into the BIS platform.
• Coordinate onboarding timelines by managing training schedules, project milestones, and follow-up meetings to keep implementations on track.
• Provide prompt, solution-focused support via phone and email, ensuring clients feel confident throughout their onboarding experience.
• Partner with internal teams to resolve implementation challenges and continuously improve the client experience.
• Identify opportunities for continuous improvement across onboarding processes, documentation, and educational resources.
• Drive successful client adoption, ensuring clients are positioned for long-term success with BIS Safety Software.

You Might Be the Right Fit If You:

• Genuinely enjoy helping people succeed and take pride in delivering an exceptional customer experience.
• Build rapport quickly and are comfortable working with stakeholders at all levels of an organization.
• Are an excellent communicator who can explain technical concepts in a clear, approachable way.
• Thrive in a fast-paced environment and enjoy managing multiple clients and priorities simultaneously.
• Are highly organized and able to balance competing deadlines while maintaining exceptional attention to detail.
• Take initiative, solve problems proactively, and remain calm under pressure.
• Are naturally curious, adaptable, and excited to learn new technology.
• Enjoy collaborating across teams and contributing to continuous improvement.

Qualifications We Are Looking For:

• 5+ years of experience in Customer Success, Client Onboarding, Software Implementation, Training, or a similar client-facing role.
• Experience working with SaaS platforms or other technology products.
• Demonstrated experience managing multiple client implementations/projects simultaneously.
• Experience onboarding mid-market and/or enterprise clients.
• Strong technical aptitude and confidence learning new software platforms.

Bonus points if you have (these are assets, but not required)

• Experience with change management or data migration projects.
• Strong Microsoft Excel skills.
• French and/or Spanish language skills.
• Experience working within Learning Management Systems (LMS), HRIS, EHS, or compliance software.

About BIS:

BIS Safety Software has been headquartered in Sherwood Park, Alberta, since 2006. We build software that helps organizations manage safety training, learning, and compliance - and we’re growing!

A few things that make us different: we don’t use job titles internally - we value humility and contribution over hierarchy. We move fast, integrate new ideas quickly, and give people real ownership of their work. And through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you’re helping build.