Technical Customer Success Manager

Technical Customer Success Manager

Technical - Civil Engineering

Location: Remote within Canada (Occasional Travel Required)

About us

At Niricson, we’re transforming the way aging infrastructure is inspected and managed — helping asset owners make smarter, safer, and more sustainable decisions. Our proprietary technologies combine robotics, AI, and data analytics to deliver unparalleled insights into the health of civil structures like dams, bridges, and airfields. As we scale, our Sales and Technical teams are working hand in hand to deliver world-class service to our clients in the hydro, transportation, and energy sectors.

The Opportunity

We are looking for a Technical Customer Service Manager to serve as the essential bridge between our clients and technical teams. You’ll step in once contracts are signed, managing client communication, keeping projects on track, and ensuring our clients feel informed and confident in every stage of delivery — from production to results handoff and beyond.

This is a unique role that blends technical understanding with excellent client service. If you have a background in civil engineering or physics, experience with technical projects, and a passion for delivering top-tier customer experiences, we want to hear from you!

Key Responsibilities

• Serve as the main point of contact for clients during project delivery, from contract signing to post-project support
• Translate complex technical civil engineering concepts into clear, client-friendly updates and responses
• Proactively manage project timelines, client expectations, and internal communication between Sales and Technical teams
• Track project progress and coordinate with internal technical leads to ensure timely, accurate delivery
• Support account managers by providing technical clarity and consistency in client interactions
• Identify opportunities to improve customer experience and internal handoff processes
• Foster strong, trust-based relationships with clients to drive satisfaction and repeat business
• Onboarding clients to the AUTOSPEX® platform successfully, documenting client feedback, and relaying feedback to operations and R&D teams
• Registering Niricson’s company with client vendor platforms such as Ariba, SAP, etc.

We aim to provide as much support and guidance as is helpful to you, but we encourage you to help set the path forward - your ideas matter here!

What You Bring

• 4+ years of experience in a technical project management, customer success, or client delivery role
• Educational background in Civil Engineering, Physics, or a related technical field
• Ability to grasp and explain technical concepts related to geospatial analysis, machine learning, or data collection workflows
• Excellent communication and interpersonal skills — both with technical teams and clients
• Highly organized with strong project management skills and attention to detail
• A service-first mindset with a commitment to client satisfaction
• Experience working with cross-functional teams in a fast-paced, evolving environment

  Bonus Qualifications:

• Experience working with asset owners or infrastructure clients (e.g., hydro, transportation, utilities)
• Familiarity with CRM or project management tools
• Prior experience in a startup or high-growth tech company

Key Success Attributes

• Ownership – make and keep commitments to the team, customers, and stakeholders.
• Detail-oriented – able to frame challenges, think critically, and design solutions from the ground up.
• Curiosity & Learning – believes in continuous learning.

Diversity and Inclusion

Niricson is a diverse and inclusive equal-opportunity employer. We encourage diversity, and we thrive on it for the benefit of our employees, products, and our community. We are committed to fostering belonging through a diverse and inclusive workplace. We do not discriminate against any race, gender, religious affiliation, ethnicity, or any other demographic - instead, we celebrate diversity.

We’re a close-knit, mission-driven team that celebrates curiosity, diversity, and excellence. If that sounds like you, we can’t wait to meet you!

Pay: Base Salary ($70,000 to $80,000 depending on experience)

Benefits: Extended health benefits including dental and vision, Stock Options, Performance Bonus, 3 Weeks of Paid Vacation, a startup remote-first environment, and flexible working hours.