Senior Customer Success Manager

About Technosylva

Technosylva is a global leader in wildfire and extreme weather risk mitigation software. The Company’s market-leading solutions, enhanced by AI and machine learning capabilities, provide real-time and predictive insights to support electric utility, insurance, and government agency customers.

Technosylva has provided critical solutions for the past 26 years. In 2022 the organization entered a period of significant growth and transformation with investment from TA Associates, a leading growth PE firm, scaling to about 175 employees and offering its product in over 10 countries. In 2024 General Atlantic, a leading global growth investor, announced a strategic growth investment in Technosylva to support the company in its mission.

Overview

Technosylva is looking for a highly motivated and customer-focused individual to join our team as a Senior Customer Success Manager at Technosylva. In this role, you will be responsible for ensuring the successful adoption, engagement, and retention of our valued customers. As a key liaison between our customers and our internal teams, you will play a pivotal role in delivering exceptional customer experiences and driving the overall growth of our technology solutions.

Responsibilities

• Strategic Account Oversight: 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.
• Product Expertise: 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. 
• Onboarding: 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.
• Customer Education & Enablement: 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.
• Escalation Management: Take ownership of and resolve escalated customer issues, coordinating with internal teams to ensure that customer concerns are addressed promptly and effectively.
• Strategic Customer Reviews/QBRs: Conduct business reviews with key customers, aligning product performance with business goals and identifying opportunities for continued partnership and expansion. Work with senior and executive leadership to identify new areas of growth and collaboration with high-impact customers, influencing the company’s broader strategic direction.
• Customer Success Metrics Reporting: 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. Utilize customer data and feedback to drive continuous improvements in the customer experience and refine success strategies across the organization.
• Revenue Growth & Retention: Play a key role in driving customer retention, expansion, and renewal efforts, focusing on maximizing the lifetime value of customers and ensuring high renewal rates. Identify upsell and cross-sell opportunities, collaborating with Sales teams to introduce additional products or services that will enhance the customer’s experience.
• Customer Feedback: Serve as the voice of the customer during product review cycles and provide actionable insights that help shape the product roadmap. Lead customer advisory boards or focus groups to further understand customer pain points and areas for improvement in the product.
• Process Optimization: Drive process improvements within the Customer Success function to optimize customer interactions, streamline workflows, and improve the overall customer experience.

Required Skills

• 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.

Preferred Skills

Industry Experience

• Background in SaaS-based risk management, geospatial analytics, or emergency response technology is a plus.

Technical Skills

• 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.

The West Coast location is preferred to support customers.