Customer Success Manager

• Orora Tech is looking for a Customer Success Manager (m/f/d) to own the long-term success, retention, andgrowth of our USA State, Local, and Utility customers
• You’ll be the primary relationship ownerfrom post-sale through renewal, helping government agencies and utilities successfully adopt our wildfire intelligence platform and turn it into measurable operational value
• Managing a portfolio of $1M+ in Annual Recurring Revenue across Tier 1 accounts, you’ll workcross-functionally with Sales, Product, Engineering, and Marketing to champion the voice of the customer internally, while spotting opportunities to grow Orora Tech’s footprint within each account
• This is a high-impact role at the center of customer satisfaction, product adoption, retention, and sustainable revenue growth, helping communities better prepare for and respond to wildfire
• 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 Orora Tech
• 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
• Partner 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

Excellent communication skills able to translate technical capabilities into business value

Growth mindset: you embrace learning, iterate quickly, and see challenges as opportunities

Proven ability to build trusted relationships across executive, operational, and technical stakeholders

Ownership and accountability: you follow through, close the loop, and take responsibility for outcomes

3–5 years in Customer Success, Account Management, or a related customer-facing role:
SaaS, geospatial tech, public safety, or utilities preferred

Data-driven, proactive mindset, comfortable assessing account health and spotting expansion opportunities

Willingness to travel up to 25%

Team spirit: you collaborate openly, support your colleagues, and celebrate shared wins

Attentiveness and discretion: you notice the details that matter and handle sensitive information with care

High organization and structure: you create clarity from complexity and keep multiple threads in motion

Strong project management skills comfortable juggling multiple priorities and cross-functional coordination

Independence: you work well with autonomy and don’t need to be micromanaged to deliver

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