Senior Customer Success Manager

Help us tackle the growing wildfire crisis with the latest advancements in AI and IoT Who we are The problem: Every minute matters in fire response. As climate change amplifies the intensity of wildfires—with longer fire seasons, dryer fuels, and faster winds—new ignitions spread faster and put more communities at risk. Today, most wildfires are detected by bystanders and reported via 911, meaning it can take hours to detect a fire, verify its exact location and size, and dispatch first responders. Fire authorities need a faster way to detect, confirm, and pinpoint fires so that they can quickly respond—preventing small flare-ups from becoming devastating infernos. About Pano: We are a 175+ person growth‑stage hybrid‑remote start‑up, headquartered in San Francisco. We are the leader in early wildfire detection and intelligence, helping fire professionals respond to fires faster and more safely—with the right equipment, timely information, and enhanced coordination—so that they can stop a new ignition before it grows. Pano AI combines advanced hardware, software, and artificial intelligence into an easy‑to‑use, web‑based platform. Leveraging a network of ultra‑high‑definition, 360‑degree cameras atop high‑vantage points, as well as satellite and other data feeds, Pano AI produces a real‑time picture of threats in a geographic region and delivers immediate, actionable intelligence. The Role Pano AI seeks an experienced Senior Customer Success Manager (CSM) to help us better serve both new and existing clients, during an exciting early growth phase of the business. You will be an experienced professional who is driven, well versed in climate tech, safety and/or disaster relief, passionate about the environment, and able to navigate and negotiate complex regulatory and buying environments. Following years of increasingly catastrophic climate disasters, we’re now in the midst of one of the greatest paradigm changes in the past century with the entire disaster preparedness space being re‑imagined and restructured. This critical role within Pano’s Go‑to‑Market team will help empower and accelerate this change. You will own the utility customer relationship post initial sale – including partnering with internal Operations team members during installation of Pano camera hardware as well as ongoing delivery of our cutting‑edge product. You will build and maintain strong customer relationships, and serve as a trusted partner to both your customers and internal teams to maintain account health. This is an ideal job for someone who has a passion for working with large enterprise customers, exercises stellar business judgment, is an effective multi‑tasker and a strategic thinker. What you’ll do Ensure swift execution of new Pano station installations by partnering closely with the internal Operations team and facilitating necessary actions with Sales and Operations teams Drive ongoing account management to ensure customer satisfaction and drive additional expansion opportunities Expertly navigate a SaaS business by skillfully managing the expectations of both your team and customers, and making thoughtful choices that align business goals with client needs Actively learn our clients needs to deliver the best solutions to their goals Partner with Sales to support successful renewals and expansions in line with Pano’s "land and expand" strategy Creatively problem solve when difficult situations arise and help client and internal team members resolve delivery challenges Regularly present critical findings, strategic planning, and sometimes difficult information to clients. Foster effective decision‑making and operational excellence across the business by building relationships and helping internal teams understand client priorities and business context Maintain strong relationships with clients to ensure streamlined project implementation, review ongoing needs, provide timely solutions, and recommendations to help achieve success and drive adoption Deeply understand the product suite, service offerings and functionality to enable effective communication of capabilities to clients Actively contribute to the refinement and development of new product features and service offerings by working closely with Product and Engineering What you’ll bring BS or BA degree. MBA, MS or relevant experience preferred. At least 7 years of professional experience in technology consulting or account management, with a strong preference for experience within a SaaS or enterprise software‑related field Proficient in direct customer interaction, fostering robust client connections, and delivering persuasive presentations. Demonstrated track record of assisting Fortune 1000 or customers with 7‑figure+ in recurring revenue to discover optimal solutions. You have a worked or led a team in a cross‑functional work environment, and a knack for "getting things done" in a fast‑paced environment Skillful at managing multiple high‑priority projects, adept at multitasking, and maintaining meticulous attention to detail. The ideal candidate will be passionate about environmental issues Travel expectations approximately 10% to 20% Final compensation for full‑time employees is determined by a variety of factors, including job‑related qualifications, education, experience, skills, knowledge, and geographic location. In addition to base salary, full‑time roles are eligible for stock options. Our benefits package also includes comprehensive medical, dental, and vision coverage, a matching 401(k) plan, and flexible paid time off. #J-18808-Ljbffr