Customer Success Manager

Overview

VRIFY is positioned at the forefront of the mining industry's transformation, leveraging cutting-edge AI to revolutionize mineral exploration. With a focus on AI drill targeting, VRIFY is expanding its capabilities by synthesizing vast amounts of geological information. This integration enhances the precision and efficiency of exploration strategies, offering our clients innovative solutions that depart from traditional methods.

Our mission extends beyond technological advancement. We are committed to transforming how mining companies engage with investors, aiming to foster a more transparent and accountable mining investment ecosystem. VRIFY's technology enables immersive 3D and 360° presentations that provide investors with a vivid and detailed visual context, making complex geological data accessible and engaging.

Responsibilities

The Account Manager is a critical driver of client success, adoption, and long-term engagement with VRIFY. In our evolving customer engagement model, CSMs lead the client relationship and are deeply embedded in each account's journey, from onboarding to advocacy.

In this role, you will own the discovery and qualification of client needs, track product usage behavior, lead impact-focused reviews, and coordinate the engagement of VRIFY's Advisory Practice to deliver expert insight. Your success will be measured not only by retention and satisfaction, but by your ability to proactively surface value opportunities and ensure clients are set up for long-term success.

- Client Onboarding & Enablement

- Collaborate with Sales to understand customer goals, success criteria, and buying motivations. Ensure smooth transitions from Sales to implementation.

- Inform onboarding journeys tailored to project lifecycle, stakeholder roles, and strategic outcomes.

- Deliver product and process training sessions that enable customers to confidently use VRIFY's core and advanced solutions.

- Capture and document initial and ongoing discovery insights into customer records.

- Strategic Client Relationship Management

- Serve as the primary lifecycle owner for your account portfolio, managing communication, experience, and value delivery across touch points.

- Develop and execute tailored Client Success Plans that are refreshed quarterly, based on evolving project data and client objectives.

- Lead regular structured impact reviews (e.g., business reviews, milestone reflections), incorporating usage data and visual storytelling to demonstrate ROI.

- Track product behavior, platform engagement, and adoption trends, proactively addressing gaps and friction.

- Client Needs Discovery & Advisory Routing

- Use a Discovery Framework to assess emerging client needs and pain points tied to exploration, modeling, communication, or program management.

- Determine when to route clients to VRIFY's Advisory Practice, using intake templates and structured referrals.

- Follow through post-engagement to ensure the client received value and that outcomes are integrated into future planning.

- Partner with Practice Leads to identify repeatable advisory opportunities within your account base.

- Growth, Retention & Advocacy

- Maintain high levels of client health, satisfaction, and platform loyalty through proactive planning and guidance. Identify potential issues proactively to mitigate churn.

- Identify and influence upsell/cross-sell opportunities in partnership with Account Management.

- Own preparation for renewals by ensuring clients have achieved visible outcomes and stakeholder alignment.

- Turn clients into advocates by promoting VRIFY usage in external presentations, IR meetings, and press engagements.

- Cross-Functional Collaboration

- Collaborate with Advisors, Project Delivery, and Product to surface client insights and usage data to guide business decisions and align solutions to customer needs and timelines.

- Act as the voice of the customer within the organization and champion client feedback for roadmap planning and improvement of onboarding or advisory playbooks.

Qualifications

Education:

- Bachelor's degree in Business Administration, Marketing, Geology, or a related field.
- Advanced degrees or professional certifications related to mining or capital markets are highly desirable.

Experience:

- 5+ years of experience in a Customer Success, Account Management, or related role, preferably in the technology or mining industry.
- Proven track record of managing client relationships and delivering successful outcomes.
- Strong understanding of the mining industry and the challenges faced by mining companies.
- Familiarity with AI and technology solutions within the mining industry is a plus.

Core Competencies:

- Strong consultative communication and listening skills
- Familiarity with discovery frameworks and solution qualification
- Ability to convey complex information clearly and effectively.
- Ability to interpret product usage data and spot actionable patterns
- Experience running structured reviews and impact presentations
- Understanding and addressing client concerns with sensitivity.
- Proactively developing solutions to client challenges.
- Comfort using CRM and CSM tools (Salesforce, Vitally etc.)
- Knowledge of the mining lifecycle and technical reporting (a plus)

What We Offer

- Base Salary (AUD$120,000 - $140,000/Annually) + Bonus + Superannuation 11.50%
- Paid Time Off (PTO): Including vacation days, sick days
- Work-Life Balance: Flexible work hours, remote work options.
- Professional Development: Career growth program to help our team unlock their full potential and advance their career.

Terms of Employment

- Full-time, Permanent, Remote work in Canada.
- Professional References and completion of a background check will be required for this position.
- You must be authorized to work in Australia.

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

We strive to create an environment where every employee feels valued, respected, and empowered regardless of their race, gender, age, religion, identity, or experience. We understand that unique perspectives and backgrounds bring invaluable insights and contribute to the richness of our culture and the effectiveness of our solutions. If you have a disability or any special needs that we might need to accommodate, please let us know...

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