Customer Success Manager

Pano AI is a growth-stage hybrid-remote start-up focused on early wildfire detection and intelligence. The Senior Customer Success Manager will be responsible for managing customer relationships post-sale, ensuring customer satisfaction, and driving expansion opportunities while collaborating with internal teams to deliver solutions that meet client needs.

Responsibilities:

• 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

Requirements:

• BS or BA degree
• 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 approximately 15% to 25%
• MBA, MS, or relevant experience preferred