Datarock
Datarock is a cutting-edge technology company specialising in AI-powered solutions for the mining and geoscience industries. Leveraging advanced machine learning and computer vision, Datarock transforms how geological data is analysed, delivering accurate and scalable insights for exploration, resource evaluation, and mining operations. The company’s innovative cloud-based platform enables mining professionals to automate mining data analysis, enhance decision-making, and optimise workflows with greater speed and precision. By integrating seamlessly into existing processes, Datarock empowers clients to extract maximum value from their geological data, driving efficiency and cost-effectiveness across the mining value chain.
For more information, visit https://datarock.com.au/.
Job Summary
The Customer Success Manager will manage the success and satisfaction of our mining clients using Datarock Core Platform. This role focuses on efficiently onboarding customers, delivering scalable training, managing renewals and upsells in collaboration with the sales team. You will drive customer engagement through proactive communication, data-driven insights, and by maintaining CRM hygiene. Your efforts will ensure customers achieve their business goals.
Responsibilities
- Manage onboarding of customers, ensuring timely and effective adoption of the platform.
- Deliver standardised and scalable customer training sessions, webinars, and materials.
- Support upsell and cross-sell coordination in partnership with the Sales and Delivery team.
- Oversee subscription renewals and support renewal processes to minimise churn.
- Collect customer feedback through surveys and direct interactions; report key insights internally.
- Monitor and manage Help Desk tickets, ensuring timely resolution of customer inquiries.
- Maintain CRM accuracy (HubSpot), regularly updating customer records and tracking communications.
- Assist in preparing usage reports and flagging potential churn risks for internal follow-up.
- Communicate new feature releases and product updates clearly to customers.
- Manage technical evaluation workflow and user management
- Facilitate subscription setups and upgrades for customers.
- Keep Customer Success Records (CSR) up to date and accurate.
Qualifications & Experience
- Bachelor’s degree in Business, Technology, or Geology (or equivalent practical experience) preferred.
- 2+ years of experience in customer success, account management, or technical support roles.
- Experience with CRM tools, especially HubSpot, and customer support software.
- Strong communication skills and ability to manage multiple customer relationships effectively.
- Analytical mindset with the ability to interpret data to improve customer engagement.
- Interest or experience in mining technology or SaaS platforms is an advantage.
Job Benefits
- Flexible work arrangements: Embrace personalised schedules for improved work-life balance and overall well-being.
- Positive and inclusive team culture: Thrive in a diverse environment of experts from various domains, fostering learning and collaboration in the office or remote settings.
- Professional development: Unlock your potential through R&D activities, personal learning, contributing to publications, presenting internally and externally, and OSS contributions. Your growth journey starts here!
- Competitive salary: Your hard work is valued and rewarded fairly, motivating you to excel in your career
