Senior Customer Success Manager - Agency Focused

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 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.

Technosylva is looking for a highly motivated and customer-focused individual to join our team as a Senior Customer Success Manager  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.

• 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…