Senior Customer Success Manager – Agency Focused

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Cultivate and enhance relationships with primary clients, focusing on fire agency customers.

• Facilitate strategic discussions and assist customers in achieving long-term success and value realization.

• Assess customers’ operational requirements, challenges, and goals to deliver customized solutions.

• Take ownership of customer retention, expansion, and renewal initiatives.

• Collaborate with Sales to pinpoint upselling and cross-selling opportunities.

• Acquire in-depth knowledge of Technosylva’s wildfire risk and weather products and effectively communicate their value.

• Simplify complex concepts related to fire behavior modeling, meteorological data, and risk analytics into practical guidance.

• Oversee and manage the customer onboarding process.

• Provide educational resources and training for fire agency personnel, meteorologists, and utility operation teams.

• Address escalated customer issues by coordinating with internal teams.

• Conduct business reviews with key clients and identify partnership and expansion opportunities.

• Collaborate with senior and executive leadership on growth and partnership opportunities.

• Monitor and evaluate adoption, satisfaction, churn, and NPS metrics; report trends to senior leadership.

• Leverage customer data and feedback to enhance the customer experience and success strategies.

• Represent customer interests during product review cycles and offer insights for the product roadmap.

• Lead customer advisory boards or focus groups.

• Promote improvements in the Customer Success process, including agency-specific playbooks and engagement models.

⛳️ Requirements

• Experience in, or directly supporting, fire agencies, emergency management organizations, forestry services, or similar fields—either as a practitioner or in a customer-facing technology role.

• Extensive experience managing intricate client relationships, especially in SaaS, technology-driven, or operationally complex environments.

• Outstanding communication skills with the capacity to manage and influence senior-level customer stakeholders, including agency leadership, operations commanders, and utility executives.

• Strong comprehension of fire agency operations and incident command structures.

• Exceptional problem-solving skills with a proven history of handling complex, high-stakes situations.

• Advanced technical proficiency and the ability to convey complex technological solutions related to fire, weather, and risk management.

• Capability to analyze customer metrics and convert them into actionable insights.

• Proficient in using Customer Relationship Management (CRM) software.

• Experience in developing customer success strategies, account growth, and retention initiatives.

• Preferred: Direct involvement with a fire agency, forestry service, emergency management organization, or national weather service.

• Preferred: Familiarity with Canadian wildfire operations, fuel types, CFFDRS, and Canadian FBP System.

• Preferred: Experience in SaaS-based risk management, geospatial analytics, emergency response technology, or weather forecasting platforms.

• Preferred: Knowledge of ICS, PSPS protocols, or fire weather forecasting operations.

• Familiarity with geospatial data (GIS) and predictive modeling.

• Ability to learn and convey fire behavior modeling, meteorological data, and risk analytics tools.

• Desirable: Experience with weather data platforms, fire weather indices, or operational forecasting tools.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.