Pano AIPA

Customer Success Manager

Pano AI is a trailblazing company focused on advanced wildfire and bushfire detection technologies, empowering fire professionals with real-time data analysis and response capabilities to combat the growing threat of wildfires.

Pano AI
United States only
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 AI is a 90-person growth stage start-up, headquartered in San Francisco, that is 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.
Fast Company named Pano AI one of the Top 10 most innovative companies in AI of 2023. Pano AI has also been featured in the Wall Street Journal, Bloomberg, NBC News, and a national TV commercial produced by strategic partner T-Mobile. With dozens of government and enterprise customers, its reach extends across 10 states in the U.S., five states in Australia, and BC, Canada, helping protect more than 20 million acres of land. Backed by $45M in venture capital funding, investors include Congruent Ventures, Initialized Capital, Salesforce Ventures, T-Mobile Ventures, and Valor Equity Partners. Learn more at https://www.pano.ai/.
The Role The Customer Success Manager (CSM) at Pano focuses on strategic account management, driving customer adoption, and fostering long-term partnerships to maximize customer value and retention. Pano AI seeks an experienced Customer Success Manager 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 Sales to ensure healthy, long-term customer relationships, working with internal Operations team members during the installation of Pano camera hardware, and collaborating across the organization for the 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 multitasker, 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
  • Demonstrate strong executive presence and communication skills in high-stakes settings, including executive-level presentations, customer engagements, and strategic stakeholder meetings, effectively conveying confidence, clarity, and credibility.
  • 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 cross-functional 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 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-figures 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 are approximately 15% to 25%.
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.

About the job

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Job type

Full Time

Experience level

Manager

Location requirements

Hiring timezones

United States +/- 0 hours

About Pano AI

Learn more about Pano AI and their company culture.

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Pano AI is revolutionizing the way wildfires are detected and managed through its advanced Pano Rapid Detect platform, combining data from a range of sources including ultra-high-definition cameras and artificial intelligence. The company emphasizes that rapid response is crucial; the key determinant of whether a fire ignites into a catastrophic blaze is how quickly fire suppression resources can mobilize. By enabling a faster response time, Pano is not just improving the capabilities of fire professionals, but is actually saving lives and protecting property and forests from devastating wildfires.

The Pano Rapid Detect platform is unique in its ability to integrate multiple data sources, offering specialists a unified view of potential fire threats. This system streamlines the constant monitoring of landscapes through a network of Pano Stations equipped with 360-degree cameras, which can identify wildfires from as far as ten miles away. Utilizing deep learning and computer vision, Pano AI can independently detect, verify, and classify fire events in real time, presenting crucial information to first responders for efficient action.

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Pano AI

Chief executive officer

Sonia Kastner

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