Senior Customer Success Manager
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Job Description
Senior Customer Success Manager helping Pano AI deploy AI-powered wildfire detection across Australia. Leading onboarding, adoption, customer health, renewals, and expansion with fire agencies and enterprise stakeholders.
Responsibilities:
- Own the post-sale customer relationship for Pano AI customers in Australia throughout the customer lifecycle
- Lead customers from implementation and deployment through onboarding, adoption, account management, renewal support, and expansion
- Establish relationships with operational end-users, firefighters, senior executives, and decision-makers
- Partner with local Sales leadership and global Customer Success teams
- Help establish a scalable Customer Success practice in Australia with structured customer-health and outcome management
- Coordinate Pano station deployments with Operations, Sales, customers, and local stakeholders
- Build relationships with local fire, emergency management, and disaster response agencies around deployments
- Design, coordinate, and deliver onboarding, training, and ongoing customer enablement
- Develop customer account plans based on operational environments, objectives, stakeholders, and success measures
- Monitor customer health and product adoption, identifying risks, opportunities, and interventions
- Develop expertise in Pano AI's product suite and communicate capabilities to maximize customer value
- Represent the Australian customer and fire community internally by providing actionable feedback and market context
- Participate in industry events, conferences, fire community engagements, presentations, and workshops
- Report to the Director of Customer Success
Requirements:
- 8+ years of relevant professional experience in customer success, strategic account management, technology consulting, enterprise customer delivery, or a comparable customer-facing function
- Ability to independently manage complex, high-value customer relationships and build credibility with senior executives and operational stakeholders
- Experience in fire service, bushfire management, emergency management, disaster response, forestry, public safety, or a related field strongly preferred
- Experience in SaaS, enterprise software, technology, or a similarly fast-moving environment
- Strong executive presence and excellent written, verbal, facilitation, and presentation skills
- Confidence working with strong personalities and experienced stakeholders; ability to respectfully challenge assumptions, advocate for customers, and drive decisions
- Ability to operate independently as the first dedicated Customer Success presence in a region while aligning with global leadership and processes
- Strong cross-functional leadership skills and ability to influence outcomes without formal authority
- Empathy for communities and stakeholders served by Pano AI and enthusiasm for its mission and technology
- Bachelor's degree or equivalent relevant professional experience
- Ability to travel approximately 20–30%, including travel to customer sites and Pano deployments
- Legal right to work in Australia
- Must address whether employer sponsorship to work in Australia is required
Benefits:
- Equity for regular full-time employees
- Benefits tailored to local market standards and statutory requirements in the employee's country of employment
- May include health coverage
- May include retirement or pension contributions
- May include paid time off
- Travel to customer sites and Pano deployments (approximately 20–30%)
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