Job Description
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
