Manager, Customer Success

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

📋 Description

• Establish trustworthy relationships with customer users, site champions, technical leaders, and decision-makers; ensure continuity as stakeholders evolve.

• Actively listen, clarify concerns, and tailor communication to match the customer’s technical expertise, operational context, and priorities.

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

• Approach challenging conversations with empathy and sound judgment, acknowledging impacts while keeping the customer informed.

• Maintain a shared understanding of agreed deliverables, accountable owners, dependencies, acceptance expectations, and timelines.

• Promptly communicate delays, changes, and constraints; clarify what is confirmed, what remains uncertain, and when the next update will be provided.

• Confirm technical and operational facts with relevant teams before making commitments; avoid making unsupported promises.

• Follow through until resolution and ensure that the customer comprehends the outcomes and any remaining actions.

• Keep success plans aligned with customer priorities and budget cycles; document stakeholder maps, account health, value metrics, commitments, and actions in Salesforce.

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

• Align regional Customer Success Leads with customer priorities and ensure consistent follow-up; coordinate support with Project Management, Operations, Deployment, and Customer Excellence within agreed decision-making authority.

• Mentor regional colleagues, share practical experiences, and aid in team development within designated reporting structures and responsibilities.

• Understand how customers gather, interpret, and utilize geological data; identify adoption hurdles and coordinate specialized support to integrate delivered products into site workflows.

• Transform customer feedback, adoption evidence, and delivery risks into actionable priorities, balancing customer impact, urgency, and resource needs with the relevant teams.

• Validate value with customers through agreed-upon metrics such as geological confidence, workflow efficiency, and decision quality; present evidence in renewal and expansion discussions with the authorized commercial owner.

⛳️ Requirements

• A university 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 setting.

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

• Excellent skills in written communication, meeting facilitation, and executive presentations.

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

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

• Working knowledge of the mining lifecycle, exploration, diamond drilling, core logging, geological data workflows, and mine operating structures.

• Understanding of mineral processing fundamentals and how ore variability, recovery, throughput, and data quality affect customer decisions; recognize when specialized interpretation is necessary.

• Commercial acumen: comprehend customer value drivers, budgets, procurement, agreed scope, and renewal readiness; communicate cost or scope implications through the authorized commercial owner.

• Ability to interpret account health and adoption evidence, maintain accurate CRM records, and explain progress against customer success metrics.

• Ability to clearly explain approved product workflows, verify customer understanding, and coordinate more advanced training with Customer Excellence.

• Regular travel of up to 40% within North America for regional customer meetings, site visits, and industry conferences as necessary.

🏝️ Benefits

• A casual and enjoyable work environment

• Flexible scheduling and remote work opportunities

• Comprehensive health and dental benefits

• Robots with lasers!