Senior Customer Success Manager – Weather Focused

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

📋 Description

• Cultivate and enhance relationships with key clients, facilitating strategic conversations that guide them towards long-term success and value realization.

• Comprehend customer needs, challenges, and objectives to offer customized solutions that ensure product adoption, retention, and satisfaction.

• Manage the timely and successful delivery for key accounts in accordance with customer objectives.

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

• Identify upselling and cross-selling opportunities in collaboration with Sales teams.

• Acquire in-depth knowledge of Technosylva's wildfire risk and weather products and effectively communicate their value, best practices, and return on investment.

• Convert complex fire behavior modeling, meteorological data, and risk analytics into practical guidance.

• Lead the customer onboarding process, ensuring smooth transitions and early value realization.

• Create and deliver educational resources and training for customers.

• Address escalated customer concerns in partnership with internal teams.

• Conduct business reviews to uncover partnership opportunities and areas for expansion.

• Monitor and analyze adoption, satisfaction, churn, and Net Promoter Score (NPS) metrics; report trends to senior leadership.

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

• Serve as the voice of the customer during product reviews and contribute to shaping the product roadmap.

• Facilitate customer advisory boards or focus groups.

• Propel Customer Success process enhancements, including agency-specific and weather-focused playbooks.

⛳️ Requirements

• Experience in or with industries related to wildland fire, wildfire risk mitigation, forestry, meteorology, atmospheric sciences, or similar fields, either as a practitioner or in a customer-facing technology capacity.

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

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

• Strong grasp of fire agency operations, incident command structures, fire weather forecasting, or meteorological workflows.

• Excellent problem-solving skills demonstrated through a proven ability to navigate complex, high-stakes scenarios.

• Advanced technical proficiency and the ability to explain complex technological solutions within fire, weather, and risk management contexts.

• Capacity to analyze customer metrics and translate them into actionable insights.

• Proficient in Customer Relationship Management (CRM) software.

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

• Preferred: direct experience within fire agencies, forestry services, emergency management, national weather services, or operational meteorology.

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

• Preferred: knowledge of ICS, PSPS protocols, fire weather forecasting operations, or NWS products and services.

• Preferred: understanding of GIS and predictive modeling for wildfire risk assessment and fire behavior.

• Preferred: experience with weather data platforms, fire weather indices, operational forecasting tools, or numerical weather prediction products.

• Preferred: familiarity with WFAS, Spotfire, or similar platforms.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Collaborative and inclusive work environment.