Senior Customer Success Manager

About the role

The Senior Customer Success Manager at Pano Ai owns the strategic oversight and operational execution of customer lifecycles for critical wildfire intelligence platforms. This professional is accountable for ensuring that high-value utility and public sector clients derive measurable value from pano-AI's detection hardware and analytical software around the clock. They serve as the central point of ownership for client outcomes, translating complex AI-driven fire detection capabilities into clear, actionable insights for stakeholders. The role requires proactive identification of risks and opportunities within assigned accounts before issues escalate into business impacts. They act as the primary liaison between the client organization and Pano Ai's internal operations, engineering, and sales functions to maintain alignment. Success in this position is defined by the ability to manage intricate, multi-stakeholder environments common in large-scale infrastructure deployments. The manager will drive retention and expansion by deeply understanding client operational workflows and demonstrating how the platform protects people, infrastructure, and ecosystems. This position is pivotal in bridging the gap between advanced technology deployment and the realization of long-term safety and compliance objectives for clients operating in wildfire-prone regions.

Key facts

What you'll do

Drive end-to-end strategic oversight for assigned utility and public sector accounts, ensuring alignment between client objectives and Pano Ai's detection capabilities.

Orchestrate new station installation projects from initial planning through final deployment, coordinating schedules and resources to meet strict timelines.

Partner directly with internal operations teams during the hardware setup phase to verify system functionality and minimize operational downtime.

Monitor product usage patterns and detection data streams to derive actionable insights that inform retention strategies and identify expansion opportunities.

Translate complex wildfire risk metrics and AI-derived intelligence into clear, compelling narratives for nontechnical executives and decision-makers.

Support sales teams during renewal and expansion windows by providing detailed usage reports, risk analyses, and scenario modeling to build compelling proposals.

Coordinate closely with field teams to plan and execute hardware installations, ensuring minimal disruption to client operations and continuous system availability.

Track portfolio-wide risk signals to identify emerging trends, informing product roadmap priorities and internal resource requests.

Justify technology investments by articulating customer impact and data patterns that demonstrate tangible safety and operational improvements.

Act as the central liaison for regulatory and compliance discussions, ensuring that client deployments adhere to evolving public safety standards.

Facilitate cross-functional collaboration to resolve complex client issues, leveraging internal expertise to maintain high levels of satisfaction.

Develop and maintain comprehensive documentation of client interactions, success metrics, and strategic initiatives to ensure continuity and knowledge sharing.

Proactively identify at-risk accounts and implement targeted interventions to strengthen relationships and prevent churn.

Champion the adoption of new platform features and enhancements, driving maximum value from the AI and IoT ecosystem.

Represent the voice of the customer within Pano Ai's executive discussions to influence product development and strategic priorities.

Requirements

Applicants must possess a minimum of three years of customer success experience within enterprise SaaS environments, specifically involving mission critical solutions.

The background must include direct experience with wildfire detection technologies, utilities operations, or public sector technology implementations.

Candidates must demonstrate the ability to interpret intricate technical data and translate findings into accessible recommendations for nontechnical audiences.

The role demands the capability to operate effectively under strict timelines and high-pressure scenarios common in emergency response contexts.

Managing multiple large enterprise accounts simultaneously is a core requirement, requiring exceptional organizational and prioritization skills.

Fluency in regulatory and compliance frameworks relevant to utilities and public safety is strongly preferred.

Experience in highly regulated industries such as utilities, public safety, or energy distribution is a significant advantage.

Applicants must be comfortable working with remote and distributed teams across different time zones and cultural contexts.

A proven track record of driving customer adoption and retention for complex technology platforms is essential.

Strong written and verbal communication skills are mandatory for engaging with executive stakeholders and technical specialists alike.

Practical notes

SOURCE states that the position is full time, remote, and open to locations in the United States, Australia, and Canada. Standard business hours apply, with occasional adjustments for global coordination. Travel may be required for hardware installations or client engagements. The role is designed for professionals committed to climate resilience and public safety.