Customer Success Manager

About 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 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.

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
• Display 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 your 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
• 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

Requirements

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%.

Qualifications

The ideal candidate will have a passion for environmental issues. Travel expectations are approximately 15% to 25%.

Skills

Passionate about environmental issues. Skillful at managing multiple high-priority projects, adept at multitasking, and maintaining meticulous attention to detail.

Benefits

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. Compensation Range: $98,185 - $120,000