Director, Customer Success

Ideon Technologies, Inc.; Richmond; Hybrid; CAD 145,000 - 175,000; Full time

Benefits offered by this job

Tuition support

Equity options

Extended health benefits

PTO 3 weeks + holidays

Sick days 5

Travel 30%– international

Parental leave top-up

Referral bonus

Casual dress

Free parking

Social events

Job summary

Ideon Technologies, Inc. is hiring a Director of Customer Success to own the post-sale journey across global mining programs. You will lead strategy, governance, and a scalable CS function, reporting to the Chief Commercial Officer, and driving renewals, expansions, and value realization.

You will collaborate across strategy, delivery, product, and operations to ensure measurable outcomes and strong executive relationships, while building a high-performing CS team and scalable playbooks.

Qualifications

• 12+ years of customer success leadership experience in enterprise or mining tech preferred.
• Ability to forecast, drive renewals, and grow strategic accounts.
• Proven scale-up leadership and governance skills for cross-functional teams.

Responsibilities

• Lead global CS strategy, operating model, and post-sale lifecycle across renewals, expansion, and advocacy.
• Own multi-month renewal cadence with account strategies and risk management.
• Lead complex, strategic programs with cross-functional governance and clear ownership.

Skills

12+ years

Retention & Renewal

_scale-up leadership_

Enterprise programs

Value ROI

Cross-functional influence

People leadership

Success plans

Technical fluency

English skills

AI tools

Travel 30%

Work eligibility

Education

Business/Engineering/Geoscience/Mining background

Tools

AI tools

Job description

Commercial Full Time Richmond, BC Hybrid $145,000 - $175,000 CAD per year

Ideon Technologies uses the energy from supernova explosions in space to image deep beneath the Earth’s surface. The world pioneer in cosmic-ray muon tomography, Ideon has developed the REVEAL™ Subsurface Intelligence Platform®, comprising an advanced suite of proprietary data-generation hardware, software,physical AI, and multi-physics fusion that provide x-ray-like visibility deep underground and unlock the exponential power of integrated spatial data.

By transforming muon data into reliable 3D density maps, Ideon helps geologistsidentify, map, characterize, andmonitormineral deposits with confidence. This reduces risk and cost of traditional methods, while saving time,optimizingreturn, and minimizing environmental impact across the mining value chain. In turn, this is helping accelerate the world’s transition to low-impact mining and transform how companies recover the critical mineralsrequiredto power the global shift to clean energy – improving peoples’ lives and enhancing economic prosperity.

We are a dynamic tech scale-up of nearly 80 employees (and growing!). We are a team that is entrepreneurial by nature and focused on doing things right to deliver great customer outcomes. And we are committed to seeking out the best brains and the most exceptional humans, wherever they come from and however they happen to be packaged.

The Role

The Director, Customer Success owns Ideon’s customer success strategy and operating model, ensuring customers realize measurable operational and business value from the Ideon REVEAL® Subsurface Intelligence Platform®. Reporting to the Chief Commercial Officer, you lead the end-to-end post-sale journey across global mining programs (from commercial handover and chartering through adoption, outcomes, renewal, and expansion) while building the Customer Success function and directly managing strategic accounts. This role closes a critical commercial gap: existing customers are expected to drive most of Ideon’s growth over the next two years, and while delivery is strong, we must consistently convert value into timely renewals and expansions.

Working across customer strategy, program delivery, product, operations, geosciences, and commercial growth, you establish the systems, governance, standards, and team capabilities needed for consistent delivery while leading Ideon’s most strategic customer relationships. You partner with Business Development on disciplined handoffs and coordinated customer relationships through renewal and expansion. You own the renewal motion (strategy, timelines, value evidence, customer intent, forecasting, risk resolution, and required actions) while Business Development owns the commercial close. You connect customer priorities to disciplined execution and measurable outcomes, clarify ambiguity, surface risks and dependencies early, and keep customers and internal teams aligned. Strong commercial judgement and technical and operational fluency enable you to build credibility from mine-site teams to senior executives.

You build trusted relationships, set clear expectations, make sound decisions, and follow through, balancing immediate program needs with the longer-term goal of a scalable function that strengthens adoption, retention, advocacy, and growth. As a hands-on scale-up leader, you are comfortable building the team while doing the work, making progress with available resources, and adapting as the business evolves.

In this role you will:

• Lead Ideon’s global customer success strategy, operating model, standards, priorities, and post-sale lifecycle—from handover and activation through adoption, value realization, renewal, expansion, and advocacy.
• Own renewals on a structured twelve-, six-, and three-month cadence, partnering with commercial leadership on account strategy, retention, expansion, forecasting, risks, and opportunities.
• Lead complex strategic customer programs, establishing governance, stakeholder engagement, decision-making, escalation, and cross-functional alignment on priorities, dependencies, ownership, and timelines.
• Enforce the Business Development-to-Customer Success handoff, confirming commitments, success criteria, risks, stakeholders, and access requirements before delivery.
• Create executive-aligned success plans and maintain living Program Charters with measurable outcomes, dated milestones, named owners, current scope and responsibilities, risks, customer obligations, and clear discontinuation triggers.
• Define customer and program health measures across delivery, adoption, value, sentiment, risk, renewal, expansion, and advocacy, supported by governance that turns insight into action.
• Build a repeatable approach to demonstrating ROI and operational impact, capturing value evidence and translating technical findings into clear customer implications, decisions, and actions.
• Deepen relationships across the largest accounts by maintaining executive maps with the CCO, extending beyond day-to-day contacts, and reducing single-person dependency.
• Anticipate and manage customer, delivery, technical, operational, and commercial risks, escalating early with clear options, recommendations, and trade-offs.
• Build and lead the Customer Success team, setting expectations, coaching performance, developing talent, and ensuring the capacity and capability to scale.
• Develop scalable playbooks, templates, systems, learning practices, and AI-enabled tools that improve customer experience and delivery quality.
• Represent the customer voice in company planning and build advocacy through references, case studies, presentations, conference papers, webinars, and peer connections.

Success in the role looks like:

• Renewals are executed on schedule with no surprises, gross revenue retention is at or above 90%, and renewal and expansion pathways are identified early enough to act.
• Ideon applies a clear customer success operating model with accountable lifecycle ownership, trusted commercial-to-delivery handoffs, and no account dependent on one person.
• Strategic programs are delivered safely and predictably through current charters, visible risks, clear governance, and strong cross-functional accountability.
• Customers achieve measurable technical, operational, and business outcomes, can quantify the value, and understand how Ideon informs decisions and improves workflows.
• Proactive, concise, value-led communications and consistent reporting make customer health, adoption, value, sentiment, and risk visible and actionable at mine-site and executive levels.
• Customer engagement and Net Promoter Score targets are achieved, supported by a healthy pipeline of references, case studies, and industry advocates.
• Customer insight is systematically captured and translated into improvements in product, delivery, and commercial strategy.
• The Customer Success team is high-performing, accountable, and equipped with clear roles, effective tools, and scalable practices.
• Customers view Ideon as a trusted partner that understands mining realities, delivers on commitments, and converts subsurface intelligence into action.

Priorities in the first few months will include:

• Understand Ideon’s customer portfolio, programs, delivery lifecycle, commercial commitments, operating rhythms, and customer success tools.
• Lead priority strategic accounts and programs, confirming scope, success criteria, risks, stakeholders, decision rights, and renewal or expansion paths.
• Own renewals due within twelve months, confirming status and establishing a plan and forecast for each.
• Assess the Customer Success model, team capacity, account coverage, governance, health indicators, and post-sale lifecycle gaps.
• Establish clear working relationships, handoffs, and escalation paths with the CCO, Business Development, Technical Solutions, Geosciences, Operations, and Product.
• Implement or refine success plans, living charters, stakeholder maps, governance cadences, decision logs, and value reporting for active programs.
• Define practical customer and program health metrics, a regular review cadence, and leadership reporting.
• Address immediate delivery and relationship risks by removing blockers and clarifying ownership, priorities, and next steps.
• Recruit and onboard Customer Success team members, and develop a staged scaling plan covering structure, roles, capabilities, systems, playbooks, and resourcing.
• Identify near-term opportunities to strengthen value storytelling, advocacy, renewal readiness, and expansion.

Qualifications

Must-haves – You’ll need the following to move forward in the hiring process (and be successful in the role).

• 12+ years of progressive experience in customer success, strategic account leadership, program delivery, operations, or complex project leadership, including leading a customer-facing function or team.
• Demonstrated accountability for retention and renewal targets, including forecasting, value realization, account growth, and partnership with sales or account teams.
• Hands-on success building or scaling customer success operating models, governance, playbooks, metrics, systems, and team capabilities in a resource-constrained organization.
• Experience leading complex, multi-phase enterprise programs in mining, industrial technology, engineering, infrastructure, or another high-consequence operating environment.
• Ability to define and communicate credible customer value and ROI using operational, technical, and financial evidence, and to lead value-focused conversations from mine-site to executive level.
• Proven ability to influence across functions, align senior stakeholders, resolve ambiguity, and drive decisions and accountability without relying on direct authority.
• Strong people leadership, including recruiting, setting expectations, coaching performance, developing talent, and building an accountable, collaborative team.
• Experience developing success plans, customer governance, executive reporting, risk and change management, and multi-stakeholder communications.
• Technical and operational fluency gained through education in business, engineering, geoscience, mining, or equivalent experience, with credibility among technical experts and customer operators.
• High emotional intelligence and advanced English communication skills, with the ability to build trusted relationships across cultures and seniority levels, simplify complex information, and lead executive conversations.
• Comfort using AI tools in everyday work.
• Willingness and ability to travel internationally approximately 30% of the time and work at active mine sites, meeting access and safety requirements.
• Legal authorization and current documentation to work full-time in Canada/USA.

Nice-to-haves – Not required, but they will help you hit the ground running.

• Spanish language skills; a meaningful share of our growth is in Chile and the wider LATAM region.
• Underground or open-pit operating experience, or time spent on the customer side of a mining tech purchase.

More Details

Location:Ideon’soffice islocatedat #150 - 4611 Viking Way in Richmond, British Columbia, Canada.

This is ahybridor remote role (with regular travel to Ideon HQ).We love seeingfolksin the office 2+ days a week; you’re welcome to work from home theremainderof the week or come into the office all 5 days if you prefer.Our “be an adult” approach means you have the flexibility todetermineyour in-office schedule while factoring in thepositiveimpact of face-to-face connection and communicationwith your leader and teammates.

During your first few months,it’s anticipatedyou’ll spend more time in the office to support role-specific onboarding and relationship building.

Hours of work:8 hrs/day,M-F.Typical working hours are 9AM-5PM-ish pacific time; some employees shift slightly earlier or later based on business and personal needs.As Ideon is a high technology company, you will occasionally be asked to be flexible with your hours due to business requirements.

What We Offer

The annual salary range for this role, in Canadian dollars, is145,000 - 175,000.

• An opportunity to work with a dynamic tech scale-up. You will contribute to advancing a ground-breaking solution that generates significant economic and environmental benefit.
• Tuition support($2500/year).
• Early equityoptionallocations upon hire.
• Extended health and dental benefits, employeeassistanceprogram, and health/personalspending accountsto cover things that may not fall into other categories (i.e. exercise classes, transit, daycare, pet insurance).
• Minimum 3 weekspaid time offto start, including an annual paid closure between the Christmas and New Year’s stat holidays.
• 5 paid sick days + other leavesper employment standards legislation.
• For hybrid/remote roles, 2 weeks/year work-from-almost-anywhere.
• Parental leave top-up.
• Employee referralbonus.
• Casual dress – welikeour jeansand hoodies.
• Free parking& tastysnacksat theoffice!
• While we workhard,we also sprinkle social events and learning opportunities into our days (in person and virtually).

Ideon’ssalary ranges are set by role and level, benchmarked against similarly sizedVancouver-area companies. Most new hires start below the top of the range, unless their experience significantly exceeds role requirements.You’llbe asked to shareyour salary expectations during the application process.

WhatIt’sLikeat Ideon

Great ideas and rich company culture come from diversity of thought, experience, and perspective. The Ideon culture is anchored in a set of core values that directly shape how we hire, coach, evaluate, and develop our people:

• Driven by industry, informed by science
• Inspired to create, wired to deliver
• Unified team, personally accountable
• Boldly ambitious, exceptionally human