Customer Success Manager

Customer Success Manager

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%.

$95,000 - $115,000 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.