Hybrid Customer Success Manager

Posted last month

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About the role

  • Own discovery and qualification of client needs, track product usage behavior, lead impact-focused reviews, and coordinate VRIFY’s Advisory Practice to deliver expert insight
  • Collaborate with Sales to understand customer goals, success criteria, and buying motivations; ensure smooth transitions from Sales to implementation
  • Inform onboarding journeys tailored to project lifecycle, stakeholder roles, and strategic outcomes; deliver product and process training sessions
  • Capture and document initial and ongoing discovery insights into customer records
  • Serve as the primary lifecycle owner for your account portfolio, managing communication, experience, and value delivery across touchpoints
  • Develop and execute tailored Client Success Plans refreshed quarterly based on evolving project data and client objectives
  • Lead regular structured impact reviews (business reviews, milestone reflections) incorporating usage data and visual storytelling to demonstrate ROI
  • Track product behavior, platform engagement, and adoption trends, proactively addressing gaps and friction
  • Use a Discovery Framework to assess emerging client needs and route clients to VRIFY’s Advisory Practice using intake templates and structured referrals
  • Follow through post-engagement to ensure clients received value and integrate outcomes into future planning
  • Identify repeatable advisory opportunities, maintain high levels of client health, satisfaction, and platform loyalty
  • Identify and influence upsell/cross-sell opportunities in partnership with Account Management and prepare for renewals
  • Turn clients into advocates by promoting VRIFY usage in external presentations, IR meetings, and press engagements
  • Collaborate with Advisors, Project Delivery, and Product to surface client insights and usage data to guide business decisions and roadmap planning
  • Act as the voice of the customer within the organization and champion client feedback for improvement of onboarding or advisory playbooks

Requirements

  • Bachelor’s degree in Business Administration, Marketing, Geology, or a related field
  • Advanced degrees or professional certifications related to mining or capital markets are highly desirable
  • 6+ years of experience in a Customer Success, Account Management, or related role, preferably in the technology or mining industry
  • Proven track record of managing client relationships and delivering successful outcomes
  • Strong understanding of the mining industry and the challenges faced by mining companies
  • Familiarity with AI and technology solutions within the mining industry is a plus
  • Strong consultative communication and listening skills
  • Familiarity with discovery frameworks and solution qualification
  • Ability to interpret product usage data and spot actionable patterns
  • Experience running structured reviews and impact presentations
  • Comfort using CRM and CSM tools (Salesforce, Vitally etc.)
  • Knowledge of the mining lifecycle and technical reporting (a plus)
  • Must be authorized to work in Canada
  • Professional References and completion of a background check will be required

Benefits

  • Base Salary ($80,000 - $100,000/Annually)
  • Bonus
  • Health Benefits: Extensive coverage, medical, dental, and vision plans
  • Paid Time Off (PTO): Including vacation days, sick days, personal days, public holidays plus extra time during holiday season
  • Work-Life Balance: Flexible work hours, remote work options
  • Professional Development: Career growth program to help our team unlock their full potential and advance their career
  • Wellness Programs: Fitness allowance, work from home allowance, mental health support
  • Retirement Plan (RRSP/DPSP)

Job title

Customer Success Manager

Job type

Experience level

Mid levelSenior

Salary

CA$80,000 - CA$100,000 per year

Degree requirement

Bachelor's Degree

Location requirements

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