Senior Customer Success Manager - Agency Focused

Responsibilities

• Manage and strengthen relationships with key clients — primarily fire agencies customers — leading strategic discussions and guiding them toward achieving long-term success and value realization.
• Develop a deep understanding of customers' operational needs, challenges, and objectives to provide tailored solutions and ensure product adoption, retention, and satisfaction.
• Own customer retention and renewals. 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.
• Develop an in-depth understanding of Technosylva's wildfire risk and 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.
• Translate complex fire behavior modeling, meteorological data, and risk analytics concepts into clear, actionable guidance for operational and technical stakeholders.
• Lead and own the customer experience of the onboarding phase ensuring that customers understand the value proposition from day one. Draw on knowledge of fire agency workflows, operational tempo, and decision-making processes to anticipate potential roadblocks and ensure smooth transitions and high customer satisfaction.
• Develop and deliver customer education resources and training that empower clients — including fire agency personnel, meteorologists, and utility operations teams — to fully utilize our products and realize value.
• Ensure that customers are well-versed in our product features, tools, and functionalities in the context of their specific operational environment.
• Take ownership of and resolve escalated customer issues, coordinating with internal teams to ensure that customer concerns are addressed promptly and effectively, with particular sensitivity to the mission-critical nature of fire agency operations.
• Conduct business reviews with key customers, aligning product performance with operational and 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.
• Track and analyze customer success metrics including 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.
• Serve as the voice of the customer during product review cycles, providing actionable insights — particularly around fire agency operational requirements and weather-driven decision-making — that help shape the product roadmap.
• Lead customer advisory boards or focus groups to further understand customer pain points and areas for improvement.
• Drive process improvements within the Customer Success function to optimize customer interactions, streamline workflows, and improve the overall customer experience, including developing agency-specific success 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.
• 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, incident command structures with the ability to engage credibly with operational personnel and technical stakeholders alike.
• 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 composure under pressure.
• 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.
• Experience in driving customer success strategies, account growth, and retention programs.

Preferred Skills

• Direct experience working within a fire agency, forestry service, emergency management body, or national weather service — either as an operational staff member, meteorologist, or in a technology or analytical support role.
• Experience with Canadian wildfire operations, fuel types, or fire weather systems — including familiarity with the Canadian Forest Fire Danger Rating System (CFFDRS) and Canadian Fire Behavior Prediction (FBP) System.
• Background in SaaS-based risk management, geospatial analytics, emergency response technology, or weather forecasting platforms is a strong plus.
• Familiarity with incident command systems (ICS), public safety power shutoff (PSPS) protocols, or fire weather forecasting operations.
• Familiarity with geospatial data (GIS) and predictive modeling, especially as they relate to wildfire risk assessment and fire behavior.
• Ability to quickly learn and articulate the value of fire behavior modeling, meteorological data, and risk analytics tools.
• Experience with weather data platforms, fire weather indices, or operational forecasting tools is highly desirable.