Customer Success Manager

Description

Razor Labs is seeking a Customer Success Manager to own and grow our client relationships and ensure customer satisfaction. This is primarily a client management role, focused on driving value, adoption, and account growth. It demands a proactive individual who thrives in a dynamic environment, working closely with clients to deliver exceptional service.

This role is focused specifically on our Fixed Assets predictive maintenance solution (DataMind AI™ for fixed and rotating equipment). We are looking for a candidate with a strong technical background and substantial mining industry experience, who can own the client relationship end to end and translate AI driven insights into operational value. A Mechanical Engineering degree is an advantage, but equivalent technical education or hands on technical experience with heavy machinery is sufficient.

Responsibilities:

• Own the end to end client relationship, from onboarding through ongoing value delivery, ensuring the customer achieves measurable outcomes.
• Ensure the system consistently delivers actionable outputs, and validate that DataMind AI results meet client expectations.
• Communicate the system's findings and detected anomalies to the client, working alongside a technical specialist responsible for the deep technical and root cause explanation, and drive the client to act on these findings to realize value such as avoided failures, downtime reduction, and cost savings.
• Manage the full fault life cycle with the client, from the moment an anomaly or fault is detected by the system through diagnosis, client notification, corrective action tracking, and closure. Ensure every detected fault is followed through to resolution and documented, so no finding is left open.
• Grow the account by expanding existing usage and introducing the client to additional Razor Labs products and solutions.
• Document and quantify realized value, and present outcomes and KPIs to senior and executive client management on a monthly basis.
• Drive full adoption and optimal usage of the platform on the client side, ensuring the client actively uses all the outputs the system provides.
• Serve as the primary point of contact for all client issues, escalations, and resolution.
• Collaborate with sales and technical teams to align customer needs with our solutions.
• Develop and maintain strong relationships with key stakeholders.
• Travel to client mine sites for regular in person meetings and reviews.

Requirements

• Technical background required. A Bachelor's degree in Mechanical Engineering or a related engineering field is an advantage; equivalent technical education or relevant hands on technical experience will be considered.
• Minimum of 5 years of experience in Customer Success, Account Management, or significant client management.
• Substantial hands on experience within the mining industry, essential.
• Strong foundational knowledge of heavy and rotating machinery operations, reliability, and maintenance.
• Experience with Condition Monitoring (vibration analysis, oil analysis, thermography) is a strong advantage. A formal Condition Monitoring background is a plus, not a must.
• Excellent communication and interpersonal skills, with the ability to present technical results and business value to executive level stakeholders.
• Strong problem solving abilities and attention to detail.
• Project management experience is an advantage. Experience managing installations or deployments is a plus.
• Experience with CRM software and project management tools.
• Ability and willingness to travel to mining sites as required.