Senior Customer Success Manager - Agency Focused (Wildfire Risk Software)

Location: Denver, Colorado, United States (Remote)

Company

hirify.global develops wildfire and extreme weather risk mitigation software enhanced by AI and machine learning for electric utilities, insurance companies, and government agencies.

What you will do

• Manage strategic relationships with fire agency customers and guide adoption, engagement, retention, and value realization.
• Own renewals, retention, expansion, and upsell or cross-sell opportunities in collaboration with Sales.
• Lead customer onboarding, education, training, business reviews, and resolution of escalated issues.
• Translate fire behavior modeling, meteorological data, and risk analytics into actionable guidance for operational and technical stakeholders.
• Track adoption, satisfaction, churn, and NPS metrics; report customer health trends and use insights to improve success strategies.
• Represent customer needs in product reviews, lead advisory boards or focus groups, and develop agency-specific playbooks and engagement models.

Requirements

• Experience working in or directly supporting fire agencies, emergency management organizations, forestry services, or related fields.
• Deep experience managing complex client relationships in SaaS, technology-driven, or operationally complex environments.
• Strong understanding of fire agency operations and incident command structures.
• Exceptional communication, stakeholder management, problem-solving, and resilience in high-stakes situations.
• Advanced technical aptitude and the ability to explain complex fire, weather, and risk management solutions.
• Experience with customer success strategy, account growth, retention programs, CRM software, and customer metrics.

Nice to have

• Operational or technology experience in a fire agency, forestry service, emergency management body, or national weather service.
• Experience with Canadian wildfire operations, CFFDRS, or the Canadian Fire Behavior Prediction System.
• Background in SaaS risk management, geospatial analytics, emergency response technology, or weather forecasting platforms.
• Familiarity with ICS, PSPS protocols, GIS, predictive modeling, fire weather indices, or operational forecasting tools.

Culture & Benefits

• Work remotely while supporting mission-critical fire agency operations.
• Collaborate with customers and internal teams across wildfire risk, weather, analytics, product, and Sales functions.
• Contribute customer insights to product roadmap decisions and broader strategic direction.
• Join a growing organization serving customers across more than 10 countries.