Manager, Customer Success

Location Remote - Canada

Description As the Manager, Customer Success, you’ll own customer relationships and continuity for an assigned regional portfolio. You’ll build trust, understand what matters most to each customer and make sure they always have a clear view of deliverables, progress, limitations and next steps.

Working with Customer Success colleagues and our global Customer Excellence team, you’ll connect customer needs to coordinated action. You’ll own adoption and value confirmation and bring the customer’s perspective into renewal and growth discussions.

What We’ll Love About You You’ve managed complex customer relationships in mining, technology, technical services or a similar B2B environment, and you understand how customers collect, interpret and use geological data. You don’t need to be a specialist in everything, but you know the mining lifecycle and mineral processing well enough to ask the right questions and recognize when specialist interpretation is needed.

You listen first, adapt how you communicate to the people in the room, and handle difficult conversations with empathy and sound judgment. You’re honest about what’s confirmed and what isn’t, and you check the facts with the responsible teams before making a commitment. You’re organized, disciplined about follow-through, and able to influence across teams without relying on direct authority.

Key Responsibilities Customer Relationships and Communication

Build trusted relationships with customer users, site champions, technical leaders and decision-makers; maintain continuity as stakeholders change.

Listen actively, clarify concerns and adapt communication to the customer’s technical knowledge, operating context and priorities.

Lead regular touchpoints, site discussions and business reviews with clear agendas, concise summaries and agreed next steps.

Handle difficult conversations with empathy and sound judgment, acknowledging impact and keeping the customer informed.

Deliverable Transparency and Follow Through

Maintain a shared view of agreed deliverables, accountable owners, dependencies, acceptance expectations and expected dates.

Communicate delays, changes and limitations early; explain what is confirmed, what remains uncertain and when the next update will be provided.

Verify technical and operational facts with the responsible teams before communicating commitments; avoid unsupported promises.

Follow up through resolution and confirm that the customer understands the outcome and any remaining actions.

Customer Outcomes and Cross-Functional Coordination

Maintain success plans aligned with customer priorities and budget cycles; record stakeholder maps, account health, value measures, commitments and actions in Salesforce.

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

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

Coach regional colleagues, share practical experience and support team development within agreed reporting lines and responsibilities.

Understand how customers collect, interpret and use geological data; identify adoption barriers and coordinate specialist support to integrate delivered products into site workflows.

Turn customer feedback, adoption evidence and delivery risks into practical priorities, balancing customer impact, urgency and resource needs with the responsible teams.

Confirm value with customers through agreed measures such as geological confidence, workflow efficiency and decision quality; bring evidence into renewal and expansion discussions with the authorized commercial owner.

Travel Requirements

Regular travel up to 30% to regional customer meetings, site visits and industry conferences as required.

Skills, Education, and Experience Must Have Skills, Education, and Experience

University degree in geoscience, mining, engineering, business or a related discipline, or an equivalent combination of relevant education and industry experience.

Demonstrated experience managing complex customer relationships in mining, technology, technical services or a comparable B2B environment.

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

Excellent written communication, meeting facilitation and executive presentation skills.

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

Strong organization, documentation discipline and consistent follow-through.

Working knowledge of the mining lifecycle, exploration and diamond