Senior Customer Success Manager

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Pano AI

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💼 Consulting

🎖️ Defense

📦 Logistics

💰 $44M Series B - Pano on 2025-06

Consulting • Defense • Logistics

Pano AI is an AI-powered wildfire detection and situational awareness platform that provides early detection, visual intelligence, and real‑time data to support faster, coordinated wildfire response. Its enterprise-grade solution notifies stakeholders of confirmed incidents and delivers actionable insights to utilities, fire professionals, and landowners to protect communities, infrastructure, and the environment.

📋 Description

• Own the post-sale customer relationship for Pano AI customers in Australia throughout the customer lifecycle • Lead customers from implementation and deployment through onboarding, adoption, account management, renewal support, and expansion • Establish relationships with operational end-users, firefighters, senior executives, and decision-makers • Partner with local Sales leadership and global Customer Success teams • Help establish a scalable Customer Success practice in Australia with structured customer-health and outcome management • Coordinate Pano station deployments with Operations, Sales, customers, and local stakeholders • Build relationships with local fire, emergency management, and disaster response agencies around deployments • Design, coordinate, and deliver onboarding, training, and ongoing customer enablement • Develop customer account plans based on operational environments, objectives, stakeholders, and success measures • Monitor customer health and product adoption, identifying risks, opportunities, and interventions • Develop expertise in Pano AI's product suite and communicate capabilities to maximize customer value • Represent the Australian customer and fire community internally by providing actionable feedback and market context • Participate in industry events, conferences, fire community engagements, presentations, and workshops • Report to the Director of Customer Success

🎯 Requirements

• 8+ years of relevant professional experience in customer success, strategic account management, technology consulting, enterprise customer delivery, or a comparable customer-facing function • Ability to independently manage complex, high-value customer relationships and build credibility with senior executives and operational stakeholders • Experience in fire service, bushfire management, emergency management, disaster response, forestry, public safety, or a related field strongly preferred • Experience in SaaS, enterprise software, technology, or a similarly fast-moving environment • Strong executive presence and excellent written, verbal, facilitation, and presentation skills • Confidence working with strong personalities and experienced stakeholders; ability to respectfully challenge assumptions, advocate for customers, and drive decisions • Ability to operate independently as the first dedicated Customer Success presence in a region while aligning with global leadership and processes • Strong cross-functional leadership skills and ability to influence outcomes without formal authority • Empathy for communities and stakeholders served by Pano AI and enthusiasm for its mission and technology • Bachelor's degree or equivalent relevant professional experience • Ability to travel approximately 20–30%, including travel to customer sites and Pano deployments • Legal right to work in Australia • Must address whether employer sponsorship to work in Australia is required

🏖️ Benefits

• Equity for regular full-time employees • Benefits tailored to local market standards and statutory requirements in the employee's country of employment • May include health coverage • May include retirement or pension contributions • May include paid time off • Travel to customer sites and Pano deployments (approximately 20–30%)