Customer Success & Implementation Manager

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 you’re excited about tunnelling, technology, and shaping how work gets done underground, you’ll 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 You'll 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 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 

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 We're 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.