Senior Customer Success Manager

Role Overview

• 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.
• 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.
• Support the onboarding process for new customers, ensuring a smooth transition from Sales to Implementation to CS.
• 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.
• 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.
• 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.
• 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.
• Act as the voice of the customer within the organization, conveying customer feedback and insights to influence product enhancements and improvements on the roadmap.

Requirements

• 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.
• Background in SaaS-based risk management, geospatial analytics, or emergency response technology is a plus.
• 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.