Senior Customer Success Manager

Job Summary

To support a growing customer base, the full-time Senior Customer Success Manager will manage relationships with fire agency clients, ensuring successful adoption and retention of technology solutions while working remotely.

Key responsibilities

• Manage and strengthen relationships with key clients, guiding them toward achieving long-term success and value realization
• Own customer retention and renewals, focusing on maximizing customer lifetime value and ensuring high renewal rates
• Identify upsell and cross-sell opportunities, collaborating with Sales teams to enhance the customer experience

Required qualifications

• Experience working in or supporting fire agencies, emergency management organizations, or related fields in a customer-facing technology role
• Deep experience in managing complex client relationships, particularly in SaaS or technology-driven environments
• Exceptional communication skills with the ability to engage senior-level customer stakeholders
• Strong understanding of fire agency operations and incident command structures
• Advanced technical aptitude with the ability to articulate complex technological solutions in the context of fire and risk management