Senior Customer Success Manager
Technosylva
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Manage and strengthen relationships with key clients, leading strategic discussions and guiding them toward achieving long-term success and value realization.
- Develop a deep understanding of customers' business needs, challenges, and objectives to provide tailored solutions and ensure product adoption, retention, and satisfaction.
- Oversee the success of key accounts, ensuring timely and successful delivery in alignment with customer goals.
- Develop an in-depth understanding of our wildfire risk & 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.
- Provide strategic guidance during the onboarding phase, setting clear expectations and ensuring that customers understand the value proposition from day one.
- Identify potential roadblocks during implementation and proactively work to resolve them, ensuring smooth transitions and high customer satisfaction.
- Develop and deliver customer education resources and training that empower clients to fully utilize our products and realize value.
- Ensure that customers are well-versed in our product features, tools, and functionalities.
- Take ownership of and resolve escalated customer issues, coordinating with internal teams to ensure that customer concerns are addressed promptly and effectively.
- Conduct business reviews with key customers, aligning product performance with business goals and identifying opportunities for continued partnership and expansion.
- Track and analyze customer success metrics, such as product adoption, satisfaction, churn, and Net Promoter Score (NPS), and report regularly to senior leadership on customer health and success trends.
Requirements
- Experience working in or with industries related to wildland fire, wildfire risk mitigation, forestry, weather analytics, and/or electrical utilities.
- Deep experience in managing complex client relationships, particularly in SaaS or technology-driven environments.
- Exceptional communication skills with the ability to manage and influence senior-level customer stakeholders.
- 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 a positive and composed demeanor under pressure.
- Advanced technical expertise with a strong ability to grasp and articulate complex technological solutions.
- 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.
- Strong problem-solving abilities and a proactive, solution-oriented mindset.
- Experience in driving customer success strategies, account growth, and retention programs.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategiesaccount growthretention programsdata analysistechnical expertiseproblem-solvingSaaSwildfire risk mitigationweather analyticsCRM software
Soft skills
communicationrelationship managementstrategic insightresiliencesolutions-orientedinfluencingproactive mindsetcustomer educationnegotiationcustomer advocacy