Customer Success & Implementation Manager

Vancouver - Canada

Monthly Salary: Not Disclosed

Posted on: 19 hours ago

Vacancies: 1 Vacancy

Job Summary

About GroundedAI

GroundedAI is a Vancouver-based technology company building modern software for underground construction tunnelling and mining. We work directly with contractors consultants and owners to bring real-time field-first data into daily operations improving visibility decision-making and project outcomes underground.

Our platform combines intuitive field workflows with advanced analytics to help teams better capture understand and act on geotechnical and geological information.

As a growing startup we value curiosity ownership and clear communication. Our team works closely with customers across North America and every role has a direct impact on both the product and the business. If youre excited about tunnelling technology and shaping how work gets done underground youll feel at home here.

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.

What Youll Do

Customer onboarding and implementation

Lead onboarding for new customer projects
Train engineers geologists and project teams on the GroundedAI workflow
Help teams implement the GroundedAI platformin their day-to-day site work
Coordinate with our technical specialist to resolve technical issues
Ensure customers generate their first datasets and reports quickly

Customer adoption and relationship management

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

Product feedback and internal coordination

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

Process creation and operational improvement

This is an early role in the company and will help shape how customer success operates. We are looking for someone who is comfortable creating structure where it does not yet exist.

You will:

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

Industry engagement

Represent GroundedAI at industry conferences and trade shows
Support booth demonstrations and product conversations
Occasionally engage with engineers and project teams in the field

What Were Looking For

We are looking for someone who is comfortable working with technical customers and thrives in a fast-moving environment.

You are likely someone who:

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.

Experience That Would Be Valuable

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.

What Success Looks Like in This Role

Customers successfully implement GroundedAI on their projects
Engineers and project teams adopt the platform as part of their workflow
Customer feedback consistently improves the product
Existing customers expand usage across projects
GroundedAI builds strong relationships across the industry

Why This Role Is Unique

You will work directly with technical teams solving real-world problems in underground construction and mining.

This role offers a high level of ownership and autonomy. You will help shape how customer success operates at GroundedAI while working closely with customers engineers and product teams.

About GroundedAIGroundedAI is a Vancouver-based technology company building modern software for underground construction tunnelling and mining. We work directly with contractors consultants and owners to bring real-time field-first data into daily operations improving visibility decision-making and ...