[Hiring] Senior Customer Success Manager @Technosylva

Role Description

Technosylva is looking for a highly motivated and customer-focused individual to join our team as a Senior Customer Success Manager. In this role, you will be responsible for ensuring the successful adoption, engagement, and retention of our valued customers — with a particular focus on fire agency and utility clients. As a key liaison between our customers and our internal teams, you will play a pivotal role in delivering exceptional customer experiences and driving the overall growth of our technology solutions.

Responsibilities

• Manage and strengthen relationships with key clients, leading strategic discussions and guiding them toward achieving long-term success and value realization.
• Develop a deep understanding of customers' business needs, challenges, and objectives to provide tailored solutions and ensure product adoption, retention, and satisfaction.
• Oversee the success of key accounts, ensuring timely and successful delivery in alignment with customer goals.
• Own customer retention and renewals, focusing on maximizing the lifetime value of customers and ensuring high renewal rates.
• Identify upsell and cross-sell opportunities, collaborating with Sales teams to introduce additional products or services that will enhance the customer's experience.
• Develop an in-depth understanding of Technosylva's wildfire risk and weather products and their capabilities.
• Effectively communicate the value proposition of our solutions, addressing customer inquiries and providing guidance on best practices to maximize usage and ROI.
• Translate complex fire behavior modeling, meteorological data, and risk analytics concepts into clear, actionable guidance for operational and technical stakeholders.
• Lead and own the customer experience of the onboarding phase ensuring that customers understand the value proposition from day one.
• Draw on knowledge of fire agency workflows, operational tempo, and decision-making processes to anticipate potential roadblocks and ensure smooth transitions and high customer satisfaction.
• Develop and deliver customer education resources and training that empower clients to fully utilize our products and realize value.
• Ensure that customers are well-versed in our product features, tools, and functionalities in the context of their specific operational environment.
• Take ownership of and resolve escalated customer issues, coordinating with internal teams to ensure that customer concerns are addressed promptly and effectively.
• Conduct business reviews with key customers, aligning product performance with operational and business goals and identifying opportunities for continued partnership and expansion.
• Track and analyze customer success metrics including product adoption, satisfaction, churn, and Net Promoter Score (NPS).
• Utilize customer data and feedback to drive continuous improvements in the customer experience and refine success strategies across the organization.
• Serve as the voice of the customer during product review cycles, providing actionable insights that help shape the product roadmap.
• Drive process improvements within the Customer Success function to optimize customer interactions, streamline workflows, and improve the overall customer experience.

Qualifications

• Experience working in or with industries related to wildland fire, wildfire risk mitigation, forestry, meteorology, atmospheric sciences or related fields.
• Deep experience in managing complex client relationships, particularly in SaaS, technology-driven, or operationally complex environments.
• Exceptional communication skills with the ability to manage and influence senior-level customer stakeholders.
• Strong understanding of fire agency operations, incident command structures, fire weather forecasting, or meteorological workflows.
• Exceptional problem-solving abilities with a demonstrated track record of navigating complex, high-stakes situations.
• Advanced technical aptitude with a strong ability to grasp and articulate complex technological solutions.
• Data-driven with the ability to analyze customer metrics and translate them into actionable insights.
• Proficiency in using Customer Relationship Management (CRM) software.
• Experience in driving customer success strategies, account growth, and retention programs.

Preferred Skills

• Direct experience working within a fire agency, forestry service, emergency management body, national weather service, or operational meteorology environment.
• Background in SaaS-based risk management, geospatial analytics, emergency response technology, or weather forecasting platforms.
• Familiarity with incident command systems (ICS), public safety power shutoff (PSPS) protocols, fire weather forecasting operations, or National Weather Service (NWS) products and services.
• Familiarity with geospatial data (GIS) and predictive modeling, especially as they relate to wildfire risk assessment and fire behavior.
• Experience with weather data platforms, fire weather indices, operational forecasting tools, or numerical weather prediction products.
• Familiarity with tools such as WFAS, Spotfire, or similar fire weather and decision-support platforms.