Customer Success Manager

Customer Success Manager (Geology, Geologist, Geotechnical)

About Us

At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster.

We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work.

Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment.

We operate in + countries while proudly maintaining headquarters in New Zealand.

Company Overview

Seequent builds world-leading subsurface software, helping create a better understanding of the earth to ensure a better world for all.

We are constantly evolving at the forefront of technology to transform how geo-professionals work, eliminating barriers to understanding by connecting software, teams, and the tools they need.

Our integrated earth modelling, geo-data management, and team collaboration software enable them to see a more complete picture of the earth: because with more understanding comes better decisions — for people and the planet.

Headquartered in New Zealand with a global reach, Seequent is the specialist subsurface software company within Bentley Systems.

Together, we are helping build a more resilient world.

The Role

The Customer Success Manager is responsible for developing customer relationships that promote product usage, retention, and loyalty.

Their job is to work closely with a number of allocated customers (50+), in a regular and proactive cadence, to ensure they are satisfied with the product and services they have received and to immediately improve upon any areas of dissatisfaction.

They will be responsible for onboarding and training new accounts in the use of the solution or product, addressing any concerns or issues they might have, and working to proactively ensure growth in and retention of the account.

They will liaise with each account monthly / quarterly / ad hoc; by analyzing their usage data beforehand to furnish insights, and will proactively engage the customer to discuss their usage, use cases, any possible upgrades or additional options, recent campaigns, training needs, support questions, etc.

The central role of Customer Success is to ensure the customer is content and is deriving maximum value from the product or solution and that their expectations are being met or exceeded.

Opportunities in this role

• Become proficient as a generalist user across the most used and appropriate Seequent product range for accounts.
• Learn from the customer how, what, where, and why they are using our products or competitive products and the problems they are attempting to solve, then feed that information back to the appropriate teams within the business.
• Develop and share product expertise and knowledge, to provide advisory support to customers, colleagues, and peers, enabling them to be successful in meeting their objectives.
• Demonstrate effective communication and interaction skills.
• Build rapport and relationships with a variety of end users, Directors, Heads, engaging at various levels.
• Drive usage and usability of the solution within the account.
• Maintain a cadence of communicating with customers about their usage trends, sentiment, and finding opportunities for deeper engagement.
• Encourage feedback from customers and build a reputation as being responsive, professional, knowledgeable, and accountable.

Qualifications

• A Geology / Geoscience qualification (or background) ideally at degree level or higher.
• Minimum of 3 years in a Customer Success, Relationship Management, Account Management, Business Development, or similar role is desirable.
• Experience working with and managing stakeholders and customers in a technology environment.
• Sales platform experience preferred.
• High level of accuracy and attention to detail.
• Excellent communication and interpersonal skills across digital channels and face-to-face.
• Flexible approach, able to operate effectively with uncertainty and change.
• Driven, self-motivated, enthusiastic, and with a "can do" attitude.
• Experience working with complex technology customers.
• Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Results-driven mentality, with a bias for speed and action.
• Strong analytical skills, with the ability to translate data into insights.
• Experience with Excel preferred.
• Natural curiosity for how software works.
• Account management and relationship building abilities.
• Confident oral and written communication skills in English.
• Proficiency in any African languages would be an advantage.

Working Conditions

Hybrid working mode, with frequent travel to visit clients at their offices / sites / training centres or for internal / external events.

Our Commitment to Equity, Diversity, and Inclusion

At Seequent, we champion the uniqueness of each individual.

Our commitment to inclusiveness, equity, and accessibility is fundamental to who we are.

If you require accommodation during our recruitment process, please let our Talent Acquisition team know.

We are here to ensure a fair opportunity for all.

Research underscores that some individuals, especially women and underrepresented groups, may hesitate to apply for roles if they don't meet every requirement.

Please don't count yourself out if you don't tick every box.

We are committed to hiring a diverse team and encourage individuals of all backgrounds and abilities to apply.

Thank you for considering us as your potential employer; we're excited to see what you can bring to our team!