Customer Success & Implementation Manager

GroundedAI Inc.•Vancouver, BC

62d

About The Position

We are looking for a Customer Success & Implementation Manager to work directly with customers and ensure projects successfully adopt the platform. This role is critical to our growth. You will work closely with customers, product, and engineering teams to ensure GroundedAI becomes part of the daily workflow on underground projects. You will help customers implement the platform, ensure they get value from it, and bring insights from the field back to our product team. This role is ideal for someone who enjoys working closely with technical users, building new processes, and taking ownership of customer success in a growing company.

Requirements

Has experience in customer success, implementation, or technical account management
Is highly organized and capable of managing multiple projects simultaneously
Communicates clearly with both technical and non-technical stakeholders
Is comfortable working with engineers and technical teams
Is proactive and able to operate with a high degree of autonomy
Enjoys building processes and improving how things work
You should be someone who takes ownership of problems and drives them to resolution.

Nice To Haves

Experience in any of the following industries is especially helpful:
Mining
Tunnelling
Construction technology
Engineering software
Geospatial or mapping technologies
Experience working with engineers, geologists, or construction teams is a strong asset.

Responsibilities

Lead onboarding for new customer projects
Train engineers, geologists, and project teams on the GroundedAI workflow
Help teams implement the GroundedAI platform in their day-to-day site work
Coordinate with our technical specialist to resolve technical issues
Ensure customers generate their first datasets and reports quickly
Maintain relationships with active customer sites
Monitor adoption and identify opportunities to improve workflows
Help customers integrate GroundedAI into their project processes
Ensure customers are successfully using the platform across their projects
Support renewals and expansion opportunities within existing customers
Capture product feedback and feature requests from customers
Document product blockers affecting field usage
Translate customer feedback into clear insights for the product and engineering teams
Act as a structured conduit between customers and our product team
Create and improve onboarding processes
Build systems for tracking customer health and adoption
Identify opportunities to improve the customer experience
Develop scalable approaches for supporting growing numbers of projects
Maintain a clear and organized record within a CRM
Represent GroundedAI at industry conferences and trade shows
Support booth demonstrations and product conversations
Occasionally engage with engineers and project teams in the field