Senior Customer Success Manager

Job not on LinkedIn

November 8

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Technosylva

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Artificial Intelligence • SaaS • B2B

<Technosylva> is a provider of AI-driven wildfire and extreme weather risk mitigation software that delivers real-time forecasting, predictive simulations, and incident management tools for electric utilities, fire agencies, and insurers. Their cloud-based products (Wildfire Analyst, Tactical Analyst, fiResponse) offer situational awareness, operational decision support, and risk quantification to help customers plan, operate, and respond to wildfire and severe weather events.

51 - 200 employees

Founded 1997

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

📋 Description

• 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. • Develop an in-depth understanding of our wildfire risk & 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. • Provide strategic guidance during the onboarding phase, setting clear expectations and ensuring that customers understand the value proposition from day one. • Identify potential roadblocks during implementation and proactively work to resolve them, ensuring 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. • 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 business goals and identifying opportunities for continued partnership and expansion. • Track and analyze customer success metrics, such as product adoption, satisfaction, churn, and Net Promoter Score (NPS), and report regularly to senior leadership on customer health and success trends.

🎯 Requirements

• Experience working in or with industries related to wildland fire, wildfire risk mitigation, forestry, weather analytics, and/or electrical utilities. • Deep experience in managing complex client relationships, particularly in SaaS or technology-driven environments. • Exceptional communication skills with the ability to manage and influence senior-level customer stakeholders. • Exceptional problem-solving abilities with a demonstrated track record of navigating complex, high-stakes situations with strategic insight, resilience, and a solutions-oriented approach, maintaining a positive and composed demeanor under pressure. • Advanced technical expertise 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 for both internal teams and clients. • Proficiency in using Customer Relationship Management (CRM) software. • Strong problem-solving abilities and a proactive, solution-oriented mindset. • Experience in driving customer success strategies, account growth, and retention programs.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development