Customer Success Manager
BigGeo · Calgary, AB
- On site
- Full-time
- CA$95,000 / year
- Calgary, AB
Job highlights
- Own customer relationships post-sale.
- Drive platform adoption and integration.
- Build customer success plans.
- Collaborate with sales and product teams.
- Utilize AI tools for enhanced productivity.
About the role
About BigGeo
BigGeo is the Spatial Cloud, empowering companies to manage and access the world’s spatial data with unparalleled speed and insight. We provide the infrastructure layer that makes spatial data accessible at any scale, enabling teams and AI systems to make confident decisions. We are building a new internet layer where location data is instantly clear, programmable, and actionable, removing decades of complexity and providing speed, precision, and control.
We are a Calgary-based company, early, fast-moving, and focused on building infrastructure for the long term. We are not competing in existing markets; we are defining a new one. Our mission is to close the gap for companies that are spatially blind, providing the rails that connect the planet’s moving data to the systems that run the world.
Why Build Here?
- Shape a New Category: Your work will define what the spatial data category becomes.
- Architectural Impact: Decisions made today form the foundation for tomorrow.
- Clarity and Purpose: We operate with clarity, not politics, focusing on mission and execution.
- Rapid Growth: Tackle genuinely difficult problems in spatial data at scale to foster accelerated personal growth.
- Long-Term Vision: We are building enduring infrastructure, not chasing hype cycles.
Role Overview: Customer Success Manager
BigGeo is seeking a Customer Success Manager (CSM) to guide organizations in successfully adopting and operationalizing the Spatial Cloud. This high-impact, customer-facing role bridges product, data, and go-to-market strategies, shaping how enterprise clients move from spatial data experimentation to sustained platform adoption. You will own customer relationships post-onboarding, ensuring they effectively manage and access spatial data, integrating it into their workflows for tangible business outcomes.
This role is perfect for individuals who thrive on close customer collaboration, solving operational challenges, and translating complex technology into practical results. As a part-relationship owner, part-technical guide, and part-internal customer advocate, you will have the autonomy to define BigGeo's customer success approach as the company scales. This role is a critical engine for BigGeo's growth, transforming early adoption into long-term infrastructure relationships across spatial intelligence-dependent industries.
Key Responsibilities
- Own the full post-sale customer lifecycle: onboarding, adoption, expansion, and renewal for assigned accounts.
- Guide customers through structured onboarding to achieve first value on the Spatial Cloud quickly and confidently.
- Serve as the primary relationship owner for enterprise and technical users, including practitioners and executive sponsors.
- Develop customer success plans aligning platform capabilities with business outcomes, workflows, and strategic priorities.
- Monitor customer engagement, usage, and account health, proactively intervening for risks or opportunities.
- Help customers discover new spatial data applications within their workflows, expanding Spatial Cloud usage.
- Collaborate with Account Executives on commercial strategy and with Solutions Engineers and Product teams on technical implementation.
- Identify and qualify expansion opportunities within existing accounts for sales to close.
- Gather, synthesize, and communicate structured customer feedback to Product and Engineering teams.
- Document playbooks and best practices to ensure a repeatable and scalable Customer Success function.
- Utilize AI tools for customer usage analysis, insight generation, report preparation, and productivity enhancement.
- Act as the internal voice of the customer, influencing roadmap, positioning, and company strategy.
Required Qualifications
- 4-7+ years of experience in Customer Success, Technical Account Management, Post-Sales Consulting, or a related customer-facing role.
- Proven success managing enterprise or technical customers through onboarding, adoption, and expansion.
- Strong relationship management skills with the ability to build trust with practitioners and senior executives.
- Excellent written and verbal communication skills, capable of explaining complex technical systems clearly.
- Comfort operating in ambiguity within an early-stage, high-growth environment.
- Strong organizational and analytical skills to manage multiple accounts, priorities, and stakeholders.
- Experience collaborating cross-functionally with sales, product, and engineering teams.
- Fluency with modern AI tools and a track record of using them to enhance productivity, analysis, and customer engagement.
Preferred Qualifications
- Experience supporting enterprise platform implementations, cloud platforms, developer tools, or data infrastructure products.
- Familiarity with spatial data, GIS systems, or location-based analytics.
- Experience working with data teams, developers, or other highly technical stakeholders.
- Exposure to industries like logistics, mobility, infrastructure, climate, or energy.
- Experience in startup or high-growth technology environments.
- Technical background (computer science, engineering, data, GIS) or ability to work effectively with technical teams.
Technical Skills and Tools
Customer Success Managers at BigGeo will gain fluency in:
- The BigGeo Spatial Cloud platform, including core products, APIs, and developer workflows.
- Customer onboarding and enablement environments (playbooks, documentation).
- Slack for internal communication and collaboration.
- Google Workspace (Docs, Sheets, Slides, Drive).
- Monday.com for operational workflows and account tracking.
- Customer engagement and analytics tools for monitoring adoption and usage.
- Hubspot CRM.
- Modern AI tools for customer analysis, reporting, and content generation.
Familiarity with cloud platforms, developer ecosystems, or data infrastructure is highly beneficial.
AI Skills
As an AI-native company, BigGeo expects all roles to leverage AI. For this role, this includes using AI tools (Claude, ChatGPT, Notebook-style agents, automations) to:
- Analyze platform usage and customer data to inform account strategy.
- Prepare executive business reviews, success plans, and adoption reports efficiently.
- Draft and refine customer communications, playbooks, and internal documentation.
- Synthesize customer feedback for product and engineering teams.
- Automate repetitive tasks in Monday.com, Slack, Google Workspace, etc.
- Experiment with new AI workflows and share findings.
We expect curiosity, discipline, and active AI use to multiply impact, not AI engineering expertise.
Success Metrics
Success will be evaluated across customer, commercial, and operational outcomes:
- First 30 Days: Fully onboarded, met all assigned customers, documented initial account health, risks, and opportunities.
- First 60 Days: Established active customer success plans, identified expansion opportunities, running regular cadence calls and executive touchpoints.
- First 90 Days: Own account health, driving measurable adoption, delivering product feedback, partnering with Account Executives on expansion.
- Beyond 90 Days: Customers are retained, expanding, and referenceable. Spatial Cloud is embedded operationally. Documented playbooks are used by the CS team.
Key skills/competency
- Customer Success Management
- Account Management
- Spatial Data
- Cloud Platforms
- Enterprise Software
- Technical Support
- Relationship Building
- AI Tools
- SaaS
- Onboarding
Skills & topics
- Customer Success Manager
- Account Management
- Spatial Data
- SaaS
- Cloud Platforms
- Data Infrastructure
- Enterprise Software
- AI Tools
- Customer Relationship Management
- Technical Account Management
- Calgary
- Onboarding
- Adoption
- Renewal
- Expansion
How to get hired
- Tailor your resume: Highlight experience in Customer Success, Account Management, and SaaS platforms, emphasizing your 4-7+ years of relevant experience.
- Showcase AI proficiency: Detail how you've used AI tools for customer analysis, productivity, and reporting in previous roles.
- Demonstrate technical aptitude: Emphasize any experience with cloud platforms, data infrastructure, or spatial data/GIS.
- Quantify achievements: Use metrics to show your success in driving customer adoption, expansion, and renewals.
- Prepare for technical discussions: Be ready to discuss your approach to managing complex technical customer relationships and operational challenges.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the typical career path for a Customer Success Manager at BigGeo?
- While BigGeo is a rapidly growing early-stage company, a typical career path for a Customer Success Manager involves deepening expertise in spatial data, becoming a strategic advisor to key accounts, potentially leading a team of CSMs, or moving into roles focused on product strategy or go-to-market initiatives as the company scales.
- How does BigGeo leverage AI in the Customer Success Manager role?
- BigGeo is an AI-native company. As a Customer Success Manager, you'll be expected to actively use AI tools for analyzing customer usage data, generating insights, preparing executive reviews, drafting communications, automating tasks, and experimenting with new AI-driven workflows to maximize your impact.
- What kind of technical background is most beneficial for this Customer Success Manager role at BigGeo?
- While a technical background in computer science, engineering, data, or GIS is preferred, a proven ability to work alongside technical teams and understand complex technical systems is crucial. Familiarity with cloud platforms, developer tools, data infrastructure, or specifically spatial data and GIS systems will be highly advantageous.
- How does BigGeo support professional development for its Customer Success Managers?
- BigGeo supports professional development by providing challenging problems in a genuinely difficult domain (spatial data at scale), opportunities to shape a new category, and the chance to build foundational architecture. You'll grow fast through hands-on experience and by working closely with experienced teams.
- What are the key performance indicators (KPIs) for a Customer Success Manager at BigGeo?
- Success for a Customer Success Manager at BigGeo is measured by customer retention, expansion revenue within accounts, customer adoption and engagement metrics, successful onboarding to first value, and the ability to gather and deliver structured customer feedback that influences product roadmap and company strategy.
- Is this Customer Success Manager role at BigGeo remote or on-site?
- BigGeo is a Calgary-based company. While the description doesn't explicitly state the work arrangement, the emphasis on being an 'early and moving fast' company and the location being specified suggests it may be on-site or hybrid, with potential for remote depending on specific team needs and location.