Customer Success Mager (m/f/d)

About the role

The Customer Success Manager (m/f/d) will own the long-term success, retention, and growth of OroraTech's USA State, Local, and Utility customers. This role involves managing a portfolio of $1M+ in Annual Recurring Revenue across Tier 1 accounts, working cross-functionally with Sales, Product, Engineering, and Marketing to champion the voice of the customer internally, while spotting opportunities to grow OroraTech's footprint within each account.

Responsibilities

• Own the relationship for a $1M+ portfolio of Tier 1 government accounts
• Serve as the go-to contact for customers, from executive sponsors to technical stakeholders
• Build and maintain strategic account plans, including a full "5 wide by 5 deep" stakeholder map
• Develop deep insight into each customer's operational goals and wildfire management priorities
• Lead onboarding, implementation, and training so customers see value fast
• Run recurring operational and executive check-ins
• Track adoption trends and build customer success plans
• Spot risks early and resolve them before they threaten renewals
• Own renewal planning, forecasting, and execution
• Identify upsell opportunities, license expansion, new products, multi-year deals
• Partner with Sales Leadership on commercial strategy and contract negotiations
• Keep revenue forecasts sharp and accurate
• Be the voice of the customer inside OroraTech
• Capture feedback and feature requests, and push them through Product and Engineering
• Translate roadmap updates into customer-facing communication
• Champion customer needs in product planning
• Collaborate daily with Sales, Product, Engineering, Marketing, and Leadership
• Share competitive intel and market feedback
• Escalate issues effectively and support case studies, references, and success stories

Requirements

Relevant Skills:

• 3–5 years in Customer Success, Account Management, or a related customer-facing role: SaaS, geospatial tech, public safety, or utilities preferred
• Proven ability to build trusted relationships across executive, operational, and technical stakeholders
• Strong project management skills comfortable juggling multiple priorities and cross-functional coordination
• Excellent communication skills able to translate technical capabilities into business value
• Data-driven, proactive mindset, comfortable assessing account health and spotting expansion opportunities
• Willingness to travel up to 25%

Qualifications

Experience:

• Based in the Denver, CO area or willing to work in a hybrid model; remote candidates will also be considered
• Experience working internationally and across cultures, particularly with European teams
• Previous experience with customer management

Skills

• Growth mindset: you embrace learning, iterate quickly, and see challenges as opportunities
• Ownership and accountability: you follow through, close the loop, and take responsibility for outcomes
• High organization and structure: you create clarity from complexity and keep multiple threads in motion
• Independence: you work well with autonomy and don't need to be micromanaged to deliver
• Attentiveness and discretion: you notice the details that matter and handle sensitive information with care
• Team spirit: you collaborate openly, support your colleagues, and celebrate shared wins

Benefits

• Work That Matters: integral part of OroraTech's US expansion, contributing directly to the mission of protecting our planet
• Autonomy & Trust: space to own your work, trusted to manage yourself, bring ideas to the table, and make the role your own
• A Team Worth Showing Up For: international, open-minded, and genuinely collaborative team
• Financial & Health Benefits: 401(k) with company matches, comprehensive health coverage, employer-paid life insurance, Short-Term Disability, and Long-Term Disability
• Flexibility & Growth: hybrid and remote-friendly working model, professional and personal growth opportunities, exposure to international business, cross-cultural collaboration, and cutting-edge space technology