Senior Customer Success Manager – Agency Focused

Job not on LinkedIn

🔥 0 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Technosylva

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1997

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

<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.

📋 Description

• Manage and strengthen relationships with key clients, primarily fire agency customers • Lead strategic discussions and guide customers toward long-term success and value realization • Understand customers’ operational needs, challenges, and objectives to provide tailored solutions • Own customer retention, expansion, and renewal efforts • Identify upsell and cross-sell opportunities in collaboration with Sales • Develop deep knowledge of Technosylva’s wildfire risk and weather products and communicate their value • Translate complex fire behavior modeling, meteorological data, and risk analytics concepts into actionable guidance • Lead and own the customer onboarding experience • Deliver customer education resources and training for fire agency personnel, meteorologists, and utility operations teams • Resolve escalated customer issues by coordinating with internal teams • Conduct business reviews with key customers and identify opportunities for partnership and expansion • Work with senior and executive leadership on growth and collaboration opportunities • Track and analyze adoption, satisfaction, churn, and NPS metrics; report trends to senior leadership • Use customer data and feedback to improve the customer experience and success strategies • Represent the customer in product review cycles and provide insights for the product roadmap • Lead customer advisory boards or focus groups • Drive Customer Success process improvements, including agency-specific playbooks and engagement models

🎯 Requirements

• Experience working in, or directly supporting, fire agencies, emergency management organizations, forestry services, or related fields—either as a practitioner or in a customer-facing technology role • Deep experience 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, including agency leadership, operations commanders, and utility executives • Strong understanding of fire agency operations and incident command structures • Exceptional problem-solving abilities with a demonstrated track record of navigating complex, high-stakes situations • Advanced technical aptitude and ability to articulate complex technological solutions in fire, weather, and risk management contexts • Ability to analyze customer metrics and translate them into actionable insights • Proficiency using Customer Relationship Management (CRM) software • Experience driving customer success strategies, account growth, and retention programs • Preferred: Direct experience within a fire agency, forestry service, emergency management body, or national weather service • Preferred: Experience with Canadian wildfire operations, fuel types, CFFDRS, and Canadian FBP System • Preferred: Background in SaaS-based risk management, geospatial analytics, emergency response technology, or weather forecasting platforms • Preferred: Familiarity with ICS, PSPS protocols, or fire weather forecasting operations • Familiarity with geospatial data (GIS) and predictive modeling • Ability to learn and articulate 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