About GroundedAI GroundedAIis 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 implementationLead onboarding for new customer projectsTrain engineers, geologists, and project teams on the GroundedAI workflowHelp teams implement the GroundedAI platform in their day-to-day site workCoordinate with our technical specialist to resolve technical issuesEnsure customers generate their first datasets and reports quicklyCustomer adoption and relationship managementMaintain relationships with active customer sitesMonitor adoption and identify opportunities to improve workflowsHelp customers integrate GroundedAI into their project processesEnsure customers are successfully using the platform across their projectsSupport renewals and expansion opportunities within existing customersProduct feedback and internal coordinationCapture product feedback and feature requests from customersDocument product blockers affecting field usageTranslate customer feedback into clear insights for the product and engineering teamsAct as a structured conduit between customers and our product teamProcess creation and operational improvementThis 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 processesBuild systems for tracking customer health and adoptionIdentify opportunities to improve the customer experienceDevelop scalable approaches for supporting growing numbers of projectsMaintain a clear and organized record within a CRMIndustry engagementRepresent GroundedAI at industry conferences and trade showsSupport booth demonstrations and product conversationsOccasionally engage with engineers and project teams in the fieldWhat 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 managementIs highly organized and capable of managing multiple projects simultaneouslyCommunicates clearly with both technical and non-technical stakeholdersIs comfortable working with engineers and technical teamsIs proactive and able to operate with a high degree of autonomyEnjoys building processes and improving how things workYou 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:MiningTunnellingConstruction technologyEngineering softwareGeospatial or mapping technologiesExperience working with engineers, geologists, or construction teams is a strong asset.What Success Looks Like in This RoleCustomers successfully implement GroundedAI on their projectsEngineers and project teams adopt the platform as part of their workflowCustomer feedback consistently improves the productExisting customers expand usage across projectsGroundedAI builds strong relationships across the industryWhy 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.#J-18808-Ljbffr