Senior Customer Success Manager (Weather)

Location: Remote, Denver, Colorado, United States

Company

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

What you will do

• Manage strategic relationships with fire agency and utility customers, guiding adoption, value realization, satisfaction, and long-term success.
• Own retention, renewals, expansion, upsell, and cross-sell initiatives in collaboration with Sales.
• Lead customer onboarding, education, training, business reviews, and success planning for operational and technical stakeholders.
• Explain fire behavior modeling, meteorological data, wildfire risk analytics, and product capabilities in clear, actionable terms.
• Resolve escalated customer issues and coordinate with internal teams on mission-critical fire agency and weather-dependent operations.
• Analyze adoption, satisfaction, churn, and NPS metrics; represent customer needs in product reviews and improve success playbooks and engagement models.

Requirements

• Experience in wildland fire, wildfire risk mitigation, forestry, meteorology, atmospheric science, or related customer-facing technology roles.
• Deep experience managing complex SaaS or technology client relationships and influencing senior customer stakeholders.
• Strong understanding of fire agency operations, incident command structures, fire weather forecasting, or meteorological workflows.
• Advanced technical aptitude, strategic problem-solving skills, and the ability to communicate complex solutions to operational and technical audiences.
• Data-driven approach with experience analyzing customer metrics and using CRM software.
• Experience developing customer success strategies, account growth programs, and retention initiatives.

Nice to have

• Experience in a fire agency, forestry service, emergency management body, national weather service, or operational meteorology environment.
• Background in SaaS risk management, geospatial analytics, emergency response technology, or weather forecasting platforms.
• Familiarity with ICS, PSPS protocols, NWS products, GIS, predictive modeling, fire weather indices, WFAS, Spotfire, or numerical weather prediction products.

Culture & Benefits

• Work remotely while supporting customers across fire, utility, weather, and public-sector environments.
• Contribute to products used for wildfire and extreme weather risk mitigation.
• Collaborate with Sales, Product, and internal technical teams to improve customer outcomes and shape the product roadmap.