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Customer Success Manager



United States
Posted on Wednesday, June 5, 2024


Technosylva (La Jolla, CA), a TA Associates portfolio company, is the industry leader in providing on-demand wildfire spread prediction and wildfire risk forecasting products and services. Technosylva focuses on selling recurring revenue based SaaS products coupled with data analytics, and implementation services for large customers. We are growing rapidly, our team of ~100 employees are based in the USA and Spain, and our customer base is extending across the US and Internationally.

At Technosylva, we exist to reduce the impact of wildfires by providing proactive and actionable intelligence. We provide wildfire risk mitigation software solutions for utility companies, wildfire agencies, and other organizations. Technosylva's suite of wildfire risk analysis products are specifically tailored to meet electric utility needs. They enhance operational and mitigation decision-making with proactive risk forecasting, on-demand fire spread predictions, asset hardening analysis, and strengthen regulatory compliance & reporting efforts

We are seeking a Customer Success Manager to join our team and help us achieve our goals for our business and the planet.

About the role:

As a Customer Success Manager, you will be focused on ensuring we delight our customers through solution engagement and delivery. You’ll provide customer oversight and support the utilization of market-leading wildfire operations, planning, and data analytics products. You will take ownership of aligning our products with our customer’s business and risk reduction objectives, focused on driving successful adoption and business value for our customers. You will be responsible for building strong relationships with customer stakeholders by establishing yourself as a trusted advisor and acting as the primary advocate for our customers alongside our internal teams. An important aspect of the Customer Success Manager role will entail leading collaborative initiatives in a cross-functional environment with members of various teams, including Delivery, Product, Science & Engineering, Sales & Marketing, and others, to deliver value and satisfaction for our customers.

We’d expect that you:

  • Care about reducing the risk of wildfires and the impact they have around the world
  • Are experienced in delivering software solutions with investor-owned utilities
  • Are comfortable working independently and demonstrate a background in managing large accounts
  • Have outstanding communication skills and are familiar with several internal communication tools such as Hubspot, Notion, Jira, Slack

Customer Management and Delivery Skills:

  • Be responsible for the overall performance, health, and development of customer accounts
  • Have a passion for customer satisfaction and value creation
  • Maintain high customer satisfaction by becoming a customer advocate and the voice of the customer within the Technosylva organization
  • Provide overall account leadership. Plan and scope medium and long-term strategic deliverables across various internal teams
  • Communicate effectively with internal and external stakeholders
  • Maintain customer information within Hubspot and Notion to ensure accurate updates and team alignment
  • Manage delivery for clients by coordinating and holding internal operational teams accountable

Strategy and Revenue Skills:

  • Collaborate with senior leaders and executives on account strategy and delivery plans to retain customer contracts and expand ARR
  • Develop a deep understanding of the client’s business at the corporate and department level to create short, medium, and long-term strategies in collaboration with Sales
  • Create/execute tactical plans in support of delivering wildfire mitigation operational and planning programs
  • Build strong customer relationships and satisfaction
  • Understand the forces that change customers’ budgets or strategic direction
  • Sustain and expand relationships with Director and VP-level stakeholders.

What you’d bring to Technosylva:

  • 3-5 years of Customer Success or Account Management experience in a similar role
  • Investor Owned Utility experience is preferred
  • Experience with wildfire risk mitigation or planning is preferred
  • A natural affinity for working across departments and colleague personas to drive cross-functional work streams to completion
  • Independent thinking that proactively identifies issues, interdependencies, and solutions
  • Experience working on complex technology projects requiring attention to detail, planning, and communication requirements
  • Experience in developing and maintaining key business relationships across an organization
  • Attention to detail and ability to internalize and communicate a wide array of information concerning software and data analytics products
  • Willingness to travel 10-20% of the time - though we’re a remote-first company, we get together with colleagues for collaboration, we travel to meet customers, and attend industry conferences throughout the year


This position offers the following full-time employee benefits:

  • Annual salary based on a 40-hour workweek
  • A company-matching 401k plan
  • Health, disability, and life insurance
  • Paid time off and holidays
  • Remote-first culture as a fully remote team
  • 8-hour flexible working time to facilitate timely interaction with Technosylva US and Spain teams