Customer Success Manager

About us:

The way companies explore for the minerals the world needs is going through a transformation, and VRIFY is quickly establishing itself as the dominant, driving force behind this change. 

VRIFY’s AI-powered mineral targeting solution combined with our immersive 3D and 360° presentations represent a paradigm shift in both how this traditional industry operates and how it communicates the results of its efforts.  

VRIFY’s AI targeting tools and interactive presentations are being used by a global community and we are now building the team to take the company to the next level. 

We recently crossed $10mm in ARR and are forecasting organically growing our ARR by an additional 100% in the second half of 2024.

VRIFY is looking for an experienced Customer Success Manager to join our growing team in Perth, Australia.  

For the past five years VRIFY’s primary business has been creating interactive 3D presentations for mineral exploration and mining companies so they can better communicate to their investors and stakeholders the true value of their results.  

In 2023 we were able to execute on a long drawn up plan to develop and deploy an AI model to help companies identify where they should test next to discover additional minerals. This represents a transformational shift in how exploration has historically been conducted, and overnight we’ve transitioned from someone that helps a company communicate its value to a solution that can fundamentally change the value of your business.

Our ARR is currently increasing by more than $1mm a month as a result of organic adoption of our AI targeting product and we want to ensure our company, brand and everything we do helps this growth continue.  

This role demands an experienced Customer Success Manager who will be responsible for onboarding new clients, managing a growing book of business, and ensuring long-term client satisfaction and retention. This role requires a proactive, client-centric approach, excellent communication skills, and the ability to build strong relationships with key stakeholders. The end goal is a seamless and rewarding client experience that fosters long-term engagement with VRIFY.

Primary Duties and Responsibilities:

Client Onboarding:

• Work closely with clients to understand their goals, challenges, and expectations.

• Develop and execute customized onboarding plans that align with client objectives and ensure a smooth transition from sales to implementation.

• Provide training and support to ensure clients are fully equipped to leverage our solutions effectively.

Client Relationship Management:

• Serve as the primary point of contact for a portfolio of clients, managing day-to-day communication, addressing any concerns or issues and ensuring they receive maximum value from their VRIFY subscription.

• Build and nurture strong, long-term relationships with key stakeholders, understanding their needs, monitoring client adoption and executing strategies to further develop client engagement.

• Conduct regular check-ins and business reviews to assess client satisfaction and identify opportunities for growth and improvement and proactively resolve any issues of concern by making timely, quality decisions or escalations.

• Conduct on-site and virtual training and support sessions to equip customers with the skills needed to create and deliver engaging presentations to their investors and stakeholders.

• Prepare clients for upcoming conferences, meetings and press releases, ensure content is up to date and customers are confident using VRIFY solutions.

Growth and Retention:

• Own client account health and develop strategies to maintain high client retention rates and ensure renewal of contracts.

• Work closely with clients to understand their evolving needs and identify opportunities to upsell or cross-sell additional products and services.

• Track and report on key metrics related to client health, satisfaction and advocacy, and retention.

Collaboration:

• Partner with Strategic Advisors to ensure clients receive the best possible consultancy and strategic planning support.
• Work closely with the Project Delivery team to create engaging presentations, videos and animated embeds in accordance with customer needs and timelines.
• Collaborate with the Sales and Product teams to discuss client feedback, market trends, product improvements, and strategic initiatives.

Education:

• Bachelor's degree in Business, Marketing, or a related field.

Experience:

• 3+ 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.

Skills and Abilities:

• Strong strategic thinking and creative problem-solving skills.

• Strong organizational skills with the ability to manage multiple clients and projects simultaneously.

• Excellent communication, presentation, negotiation, and interpersonal skills.

• Data-driven mindset with the ability to analyze and interpret complex data to make informed decisions.

• Proficiency in CRM software and other relevant tools.

Mandatory for all applications

• You must be authorized to work in Australia. Perth is our preferred location but we welcome applications from candidates located in other parts of Australia.

This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change. 

VRIFY is an equal opportunity workplace, and we would like to hear from all qualified applicants. If you have a disability or any special needs that we might need to accommodate, please let us know.