(Senior) Customer Success Manager

Customer Success Manager

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 225 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.

Responsibilities

• Relationship Management: 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.
• Product Expertise: 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.
• Customer Onboarding: Support the onboarding process for new customers, ensuring a smooth transition from Sales to Implementation to CS. Working closely with customers to understand their needs, goals, and desired outcomes.
• Customer Training: 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.
• Issue Resolution: 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.
• Data Analysis: 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.
• Renewal and Expansion: 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.
• Feedback and Collaboration: Act as the voice of the customer within the organization, conveying customer feedback and insights to influence product enhancements and improvements on the roadmap.

Required Skills

• 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.

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.