Director, Customer Success

Commercial Full Time Richmond, BC Hybrid $145,000 - $175,000 CAD per year

Ideon Technologies uses the energy from supernova explosions in space to image deep beneath the Earth’s surface. The world pioneer in cosmic-ray muon tomography, Ideon has developed the REVEAL™ Subsurface Intelligence Platform®, comprising an advanced suite of proprietary data-generation hardware, software,physical AI, and multi-physics fusion that provide x-ray-like visibility deep underground and unlock the exponential power of integrated spatial data.

By transforming muon data into reliable 3D density maps, Ideon helps geologistsidentify, map, characterize, andmonitormineral deposits with confidence. This reduces risk and cost of traditional methods, while saving time,optimizingreturn, and minimizing environmental impact across the mining value chain. In turn, this is helping accelerate the world’s transition to low-impact mining and transform how companies recover the critical mineralsrequiredto power the global shift to clean energy – improving peoples’ lives and enhancing economic prosperity.

We are a dynamic tech scale-up of nearly 80 employees (and growing). We are a team that is entrepreneurial by nature and focused on doing things right to deliver great customer outcomes. And we are committed to seeking out the best brains and the most exceptional humans, wherever they come from and however they happen to be packaged.

The Role

The Director, Customer Success owns Ideon’s customer success strategy and operating model, ensuring customers realize measurable operational and business value from the Ideon REVEAL® Subsurface Intelligence Platform®. Reporting to the Chief Commercial Officer, you lead the end-to-end post-sale journey across global mining programs (from commercial handover and chartering through adoption, outcomes, renewal, and expansion) while building the Customer Success function and directly managing strategic accounts. This role closes a critical commercial gap: existing customers are expected to drive most of Ideon’s growth over the next two years, and while delivery is strong, we must consistently convert value into timely renewals and expansions.

Working across customer strategy, program delivery, product, operations, geosciences, and commercial growth, you establish the systems, governance, standards, and team capabilities needed for consistent delivery while leading Ideon’s most strategic customer relationships. You partner with Business Development on disciplined handoffs and coordinated customer relationships through renewal and expansion. You own the renewal motion (strategy, timelines, value evidence, customer intent, forecasting, risk resolution, and required actions) while Business Development owns the commercial close. You connect customer priorities to disciplined execution and measurable outcomes, clarify ambiguity, surface risks and dependencies early, and keep customers and internal teams aligned. Strong commercial judgement and technical and operational fluency enable you to build credibility from mine-site teams to senior executives.

You build trusted relationships, set clear expectations, make sound decisions, and follow through, balancing immediate program needs with the longer-term goal of a scalable function that strengthens adoption, retention, advocacy, and growth. As a hands-on scale-up leader, you are comfortable building the team while doing the work, making progress with available resources, and adapting as the business evolves.

In this role you will:

• Lead Ideon’s global customer success strategy, operating model, standards, priorities, and post-sale lifecycle—from handover and activation through adoption, value realization, renewal, expansion, and advocacy.
• Own renewals on a structured twelve-, six-, and three-month cadence, partnering with commercial leadership on account strategy, retention, expansion, forecasting, risks, and opportunities.
• Lead complex strategic customer programs, establishing governance, stakeholder engagement, decision-making, escalation, and cross-functional alignment on priorities, dependencies, ownership, and timelines.
• Enforce the Business Development-to-Customer Success handoff, confirming commitments, success criteria, risks, stakeholders, and access requirements before delivery.
• Create executive-aligned success plans and maintain living Program Charters with measurable outcomes, dated milestones, named owners, current scope and responsibilities, risks, customer obligations, and clear discontinuation triggers.
• Define customer and program health measures across delivery, adoption, value, sentiment, risk, renewal, expansion, and advocacy, supported by governance that turns insight into action.
• Build a repeatable approach to demonstrating ROI and operational impact, capturing value evidence and translating techni