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Customer Success Manager

Pano AI

Pano AI

Administration
San Francisco, CA, USA
Posted on Friday, December 29, 2023
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: Pano is a venture-backed early-stage climate tech startup that is the leader in wildfire early detection, leveraging the latest advancements in IoT, AI, satellites, and SaaS software to deliver actionable intelligence to customers. Pano leverages mountaintop cameras and satellites to detect the first traces of smoke and put real-time fire images in the hands of asset owners and first responders to speed up containment. Pano is already partnering with major utilities, fire authorities, and government agencies in the USA and Australia. Recent media coverage includes being named one of the Top 10 most innovative companies in AI of 2023 by FastCompany and recipient of the Innovative Mobile Service and Application Award at Mobile World Congress through our partnership with T-Mobile.

Pano brings together a diverse team bridging frontline, wildland firefighting experience with best-in-class know-how in operations, logistics, artificial intelligence, and software. Our team is composed of experienced technology professionals from companies such as Apple, Cisco, Nest, DoorDash and Meta. Headquartered in San Francisco with an office and factory in the Mission District, our hybrid team works from locations around the world. Founded in mid-2020, we’ve raised over $40M from leading VC funds.

The Role

Pano AI seeks an experienced 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 own the customer relationship post-initial sale – including partnering with internal Operations team members during the installation of Pano camera hardware and 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 customers, exercises stellar business judgment, is an effective multi-tasker, and is a strategic thinker.

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.

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 client's 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, and 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 4 to 5 years of professional experience in technology consulting or customer relationship 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 customers with 6-figure+ in recurring revenue to discover optimal solutions.
  • You have worked 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%


$95,000 - $110,000 a year

Final salary offered is based upon multiple factors, including individual job-related qualifications, education, experience, knowledge, skills, and location. In addition to salary, this position is also eligible for stock options. We offer comprehensive health insurance, paid time off, and 401k.

Pano is an equal opportunity employer committed to recruiting and supporting our team-members regardless of where they come from. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.