Company Overview
Cascadia Scientific empowers mining operations with independent, precision-grounded energy insights, enabling safer, smarter, and more sustainable decisions. Our mission is to reveal the true drivers of energy use and waste, improve cost per tonne, strengthen fleet performance, and support operational decisions with actionable intelligence. At Cascadia, you’ll join a tight-knit, values-driven team committed to professionalism, empathy, and innovation. We work collaboratively to solve high-impact problems and support efficient, sustainable mining. Your contributions will directly influence real-world outcomes and help shape the future of the industry.
Cascadia Scientific is a fast growing scale-up business with approximately 50 employees. The successful candidate must be capable of executing independently and at a high level in a fast paced environment without the support of a wider HR team.
Summary
Cascadia Scientific is excited to be adding a Customer Success Manager to our team. Cascadia is a clean-tech company and leader in the application of machine learning in the mining industry with clients spanning five continents and including some of the largest mining companies in the world. We deliver an IIOT platform that measures and reports high accuracy fuel consumption in a mining haulage environment and delivers insights to drive efficiencies in operations. Cascadia is headquartered in Vancouver, Canada with employees based in several countries around the world.
As the Customer Success Manager– North America you will be responsible for driving adoption and operational excellence of our services by ensuring an optimal end-user experience. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from Cascadia Scientific. The role will require close collaboration with several internal areas within the organization.
Responsibilities
- Act as the dedicated customer success manager, fostering strong and enduring client relationships while becoming a subject-matter expert on our products.
- Collaborate closely with clients to outline and record their business needs, grasp core challenges, and transform their aspirations into valuable, tailored solutions.
- Foster and nurture relationships with various stakeholders within client organizations, ensuring their satisfaction and working alongside the assigned Account Manager to uncover expansion opportunities within existing accounts.
- Maintain proactive and effective communication with clients, swiftly addressing concerns, overseeing actions, and managing any escalations that may arise.
- Establish and deploy standardized methodologies across diverse industries and use cases, contributing to consistent excellence in experience management.
- Partner hand in hand with Account Managers to construct comprehensive account strategies, fostering growth and advancement.
- Develop informative content that empowers users to maximize platform utilization and gain insights into our product's future direction.
- Initiate cross-functional ventures aimed at elevating the overall customer journey, ultimately enhancing contentment and loyalty among our clientele.
- While not a prerequisite, familiarity with data science and machine learning would be a significant asset in this role.
- Be the first point of contact for customers’ requirements.
Qualifications
- Bachelor's degree in Engineering, Business, or a related field.
- 3+ years of experience in Customer Success, Customer Experience, Account Management, or a similar customer-facing role.
- Experience using CRM platforms such as Salesforce, Zoho, or equivalent systems.
- Strong written, verbal, presentation, and analytical communication skills in English; additional languages are an asset.
- Ability to build and maintain strong customer relationships while collaborating effectively across teams and working independently when needed.
- Customer-focused mindset with a passion for resolving issues, driving adoption, and enhancing the overall customer experience.
- Ability to communicate technical concepts and solutions clearly to both technical and non-technical audiences.
- Strong organizational and time-management skills, with the ability to manage multiple projects, priorities, and customer initiatives simultaneously.
- Proficiency with Microsoft Office 365 applications.
- Experience creating reports, dashboards, and data visualizations using Power BI, Tableau, or similar business intelligence tools.
- Experience in the mining industry or with mining technology, equipment, or services is considered an asset.
- Experience supporting account growth, renewals, upselling, or expansion opportunities is an asset.
- Ability and willingness to travel to customer sites, including mine sites, as required
If you're passionate about helping customers succeed and want to contribute to innovative technologies that are advancing the mining industry, we'd love to hear from you. Join Cascadia Scientific and play a key role in delivering solutions that support safer, more efficient, and more sustainable mining operations.
Pay: $70,000.00-$80,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
- Work from home
Work Location: Hybrid remote in Surrey, BC
