[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Pano AI is a growth-stage hybrid-remote start-up focused on early wildfire detection and intelligence. They are seeking a Senior Customer Success Manager to enhance client relationships and ensure customer satisfaction during a critical growth phase, while managing installations and ongoing account management.

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

Skills

• 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

Benefits

• Stock options
• Comprehensive medical, dental, and vision coverage
• A matching 401(k) plan
• Flexible paid time off

Company Overview