Senior Customer Success Manager

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🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Technosylva

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1997

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

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.

📋 Description

• Build strong, lasting relationships with customers by actively engaging with them throughout their journey. • Proactively identify opportunities for upselling and cross-selling based on the customer's evolving needs. • Develop an in-depth understanding of our Operational and Planning products for wildfire and extreme weather. • Effectively communicate the value proposition of our solutions, addressing customer inquiries and providing guidance on best practices to maximize usage and ROI. • Support the onboarding process for new customers, ensuring a smooth transition from Sales to Implementation to CS. • Provide training sessions and workshops for customers in coordination with subject matter experts, ensuring they have a comprehensive understanding of our products and how to use them effectively to achieve their desired outcomes. • Serve as the primary point of contact for customer inquiries, issues, and escalations. • Collaborate with internal teams, including Technical Support and Delivery, to address customer concerns promptly and provide timely solutions. • Utilize customer data and metrics to identify usage trends and potential areas for improvement. • Provide data-driven insights and recommendations to help customers optimize their experience with our solutions. • Collaborate closely with the Sales team to support the renewal process by demonstrating ongoing value to customers. • Identify opportunities for upselling and expansion based on customer engagement and needs. • Act as the voice of the customer within the organization, conveying customer feedback and insights to influence product enhancements and improvements on the roadmap.

🎯 Requirements

• Proven experience in Customer Success, Account Management, or related client-facing roles within the tech industry. • Experience working in or with industries related to wildfire risk mitigation, weather analytics, and/or electric utilities. • Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with customers. • Strong problem-solving skills and the ability to navigate challenging situations with a positive attitude. • Technical aptitude and the ability to understand and explain complex tech solutions. • Data-driven mindset, comfortable using data and metrics to drive customer engagement and success. • Proficiency in using Customer Relationship Management (CRM) software. • Self-motivated and able to work independently, as well as collaborate effectively within cross-functional teams. • Strong organizational skills and the ability to manage multiple customer relationships simultaneously. • Background in SaaS-based risk management, geospatial analytics, or emergency response technology is a plus. • Familiarity with geospatial data (GIS) and predictive modeling—especially as they relate to risk assessment. • Ability to quickly learn and articulate the value of fire behavior modeling, meteorological data, and risk analytics tools.