Manager, Client Success – Middle East and Africa

• Build, lead, and mentor the Client Success team in collaboration with the Vice President, Client Success
• Oversee customer retention through continuous coaching of Client Success Managers
• Oversee customer service contract renewals, including renewal quotes and completion follow-through
• Oversee sales methodologies for creating, managing, and closing account-expansion opportunities
• Identify development areas within the Client Success Managers
• Coach and mentor Client Success Managers on strategic customer account plans
• Ensure Client Success Managers maintain currency in Blackline Safety products and services
• Escalate internal and external concerns while maintaining customer satisfaction
• Ensure Client Success Managers provide product-management feedback on trends affecting customer satisfaction or retention
• Report KPIs to Management
• Monitor team work schedules to meet local and international deployment demands
• Aid in documenting procedures and establishing training
• Improve process efficiency and effectiveness
• Perform 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

• 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