Customer Success Manager

Help us tackle the growing wildfire crisis with the latest advancements in AI and IoT

Who we are

The challenge: Every minute matters in wildfire response. As climate change increases the frequency and intensity of wildfires—with longer fire seasons, drier fuels, and more extreme weather—new ignitions can spread rapidly, putting communities, critical infrastructure, and ecosystems at risk. Today, many wildfires are first reported by members of the public, meaning it can take valuable time to detect a fire, confirm its location and size, and mobilize responders. Fire agencies need faster, more reliable ways to detect, verify, and pinpoint new ignitions so they can respond quickly and prevent small fires from becoming catastrophic events.

About Pano AI: Pano AI is the leader in AI-powered wildfire detection and intelligence, helping fire professionals detect, respond to, and contain wildfires faster and more safely. Our platform combines advanced hardware, software, artificial intelligence, satellite imagery, and other data sources to provide real-time situational awareness and actionable intelligence. Using a network of ultra-high-definition, 360-degree cameras positioned across high vantage points, Pano AI delivers a real-time view of wildfire activity, enabling faster, more informed decision-making when every second counts.

We are a team of more than 175 people working in a hybrid-remote environment across North America and Australia, with headquarters in San Francisco. Our customers include government agencies, utilities, insurers, and private landowners who rely on Pano AI to help protect people, property, and natural landscapes. Pano AI currently serves customers across the United States, Australia, and Canada, monitoring more than 50 million acres worldwide.

Our work has been recognized by Fast Company as one of the Top 10 Most Innovative AI Companies in 2023 and one of the World's Most Innovative Companies in 2026, ranking #1 in . We have also been named to TIME's list of the 100 Most Influential Companies of 2025 and recognized by MIT Technology Review as one of the top climate technology companies to watch.

Backed by $89 million in funding from leading investors including Giant Ventures, Liberty Mutual Ventures, Tokio Marine Future Fund, Congruent Ventures, Initialized Capital, Salesforce Ventures, and T-Mobile Ventures, we're building technology that helps communities around the world become more resilient to wildfire. Learn more at www.pano.ai.

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

• 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 approximately 15% to 25%.

Final compensation for regular 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, regular full-time roles are eligible for equity. Benefits are tailored to local market standards and statutory requirements in the employee's country of employment, and may include health coverage, retirement or pension contributions, and paid time off. Specific benefit details will be shared during the interview process.