Customer Success Manager – Remote

Job Summary

As a Customer Success Manager, you will be the trusted partner for our largest and most strategic mining industry clients using Datarock's ML-based Core Imagery Analysis Platform. You will be accountable for driving customer success through expert onboarding, tailored training, renewal management, upsell and cross-sell coordination, and building long-term relationships. You will lead quarterly business reviews (QBRs), monitor usage and churn risks, and collaborate internally to ensure customer needs are met and exceeded.

A strong background in geology is essential, as you'll work closely with geologists and technical teams to translate geological insights into meaningful outcomes through Datarock's platform.

Responsibilities

• Lead end-to-end onboarding of new customers, ensuring smooth adoption of the platform and alignment with geological and operational workflows.
• Deliver tailored training sessions and workshops (remote or on-site) designed to maximize customer value, with a focus on geological interpretation and core imagery analysis.
• Coordinate upsell and cross-sell initiatives in collaboration with Sales and Product teams.
• Manage contract renewals proactively to maximize retention and revenue.
• Collect, analyze, and report customer feedback to inform product improvements and service enhancements.
• Oversee Help Desk performance and resolve escalated customer issues with urgency and technical understanding of geological workflows.
• Maintain CRM hygiene (HubSpot), ensuring accurate customer data and activity tracking.
• Prepare and execute Quarterly Business Reviews (QBRs) with enterprise clients, presenting usage insights, success metrics, and strategic recommendations.
• Review survey data, follow up on customer sentiment, and initiate appropriate actions.
• Generate and interpret usage reports to identify adoption trends and potential risks.
• Proactively identify and mitigate churn risks by engaging at-risk customers with tailored interventions.
• Communicate new product features and platform updates to enterprise clients effectively.
• Manage technical evaluation workflow and user management.
• Facilitate subscription setup and configuration aligned with enterprise customer needs.
• Update Customer Success Records (CSR) and related documentation consistently.

Qualifications & Experience

• Bachelor's degree in Geology, Geotechnical Engineering, or a related field and relevant geological experience are essential.
• Minimum 5 years in Customer Success, Account Management, or related roles, preferably with enterprise clients.
• Proven track record in customer onboarding, training delivery, renewal management, and upsell coordination.
• Strong understanding of geological data, core imagery, and mining workflows.
• Experience with CRM systems, preferably HubSpot.
• Strong analytical skills with the ability to generate actionable insights from customer data.
• Excellent communication and stakeholder management skills.
• Experience working with mining industry clients or industrial software platforms is highly desirable.
• Ability to work independently and collaboratively across departments.

Job Benefits

• Flexible work arrangements: Embrace personalised schedules for improved work-life balance and overall well-being.
• Positive and inclusive team culture: Thrive in a diverse environment of experts from various domains, fostering learning and collaboration in the office or remote settings.
• Professional development: Unlock your potential through R&D activities, personal learning, contributing to publications, presenting internally and externally, and OSS contributions. Your growth journey starts here
• Competitive salary: Your hard work is valued and rewarded fairly, motivating you to excel in your career