Manager, Customer Success

This is a fully remote position, open to applicants in Canada.

📋 Description

• Establish trusted relationships with customer users, site advocates, technical leaders, and decision-makers, ensuring continuity as stakeholders evolve.

• Engage in active listening, clarify concerns, and tailor communication to fit the customer’s technical expertise, operational context, and priorities.

• Facilitate regular interactions, site discussions, and business reviews with well-defined agendas, succinct summaries, and mutually agreed next steps.

• Navigate challenging conversations with empathy and sound judgment, recognizing impact while keeping the customer informed.

• Maintain a collective understanding of agreed deliverables, responsible parties, dependencies, acceptance criteria, and anticipated timelines.

• Proactively communicate delays, changes, and limitations, clarifying what is confirmed, what remains uncertain, and the timing of the next update.

• Confirm technical and operational details with relevant teams prior to communicating commitments and follow up until resolution.

• Keep success plans, stakeholder maps, account health metrics, value measures, commitments, and actions updated in Salesforce.

• Transition customer priorities and success criteria from the commercial handoff into delivery and ongoing adoption.

• Align with regional Customer Success Leads and coordinate support with Project Management, Operations, Deployment, and Customer Excellence teams.

• Mentor regional colleagues, share practical insights, and contribute to team development.

• Comprehend how customers gather, interpret, and utilize geological data; identify barriers to adoption and facilitate specialized support.

• Convert customer feedback, adoption insights, and delivery risks into actionable priorities.

• Validate customer value through geological confidence, workflow efficiency, and decision quality metrics, aiding renewal and expansion discussions.

• Travel regularly, up to 40%, within North America for customer meetings, site visits, and industry conferences.

⛳️ Requirements

• Bachelor’s degree in geoscience, mining, engineering, business, or a related field, or an equivalent combination of relevant education and industry experience.

• Proven experience in managing complex customer relationships within mining, technology, technical services, or a similar B2B environment.

• Strong interpersonal skills, active listening capabilities, empathy, and professional judgment.

• Exceptional written communication, meeting facilitation, and executive presentation skills.

• Ability to manage expectations, navigate conflicts, and influence across teams without relying on direct authority.

• Strong organizational skills, documentation discipline, and consistent follow-through.

• Familiarity with the mining lifecycle, exploration and diamond drilling, core logging, geological data workflows, and mine operating structures.

• Understanding of mineral-processing principles and how ore variability, recovery, throughput, and data quality affect customer decisions; ability to identify when specialized interpretation is needed.

• Commercial insight, including knowledge of customer value drivers, budgets, procurement processes, agreed scope, and renewal readiness.

• Ability to analyze account health and adoption data, maintain accurate CRM records, and articulate progress against customer success metrics.

• Capability to clearly explain approved product workflows, ensure customer understanding, and coordinate further training with Customer Excellence.

🏝️ Benefits

• A casual and enjoyable work environment.

• Flexible scheduling and options for remote work.

• Comprehensive health and dental benefits.

• Robots equipped with lasers!