Senior Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Manage the post-sale customer relationships for Pano AI clients in Australia throughout their entire lifecycle.

• Guide customers from the stages of implementation and deployment to onboarding, adoption, account management, renewal assistance, and growth opportunities.

• Build and nurture relationships with operational end-users, firefighters, senior executives, and key decision-makers.

• Collaborate with local Sales leadership and global Customer Success teams.

• Assist in creating a scalable Customer Success practice in Australia, focusing on structured customer health and outcome management.

• Oversee Pano station deployments in coordination with Operations, Sales, customers, and local stakeholders.

• Foster relationships with local fire, emergency management, and disaster response agencies concerning deployments.

• Design, coordinate, and implement onboarding, training, and continuous customer enablement programs.

• Create customer account plans tailored to operational environments, objectives, stakeholders, and success metrics.

• Track customer health and product adoption, identifying potential risks, opportunities, and necessary interventions.

• Gain expertise in Pano AI's product offerings and effectively communicate capabilities to enhance customer value.

• Represent the Australian customer and fire community internally by providing actionable insights and market context.

• Engage in industry events, conferences, fire community interactions, presentations, and workshops.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• A minimum of 8 years of relevant professional experience in customer success, strategic account management, technology consulting, enterprise customer delivery, or a similar customer-facing role.

• Proven ability to independently manage complex, high-value customer relationships and establish credibility with senior executives and operational stakeholders.

• Preferred experience in fire service, bushfire management, emergency management, disaster response, forestry, public safety, or a related field.

• Experience in SaaS, enterprise software, technology, or similarly dynamic environments is highly desirable.

• Strong executive presence coupled with excellent written, verbal, facilitation, and presentation capabilities.

• Confidence in engaging with strong personalities and seasoned stakeholders; ability to respectfully challenge assumptions, advocate for customers, and influence decisions.

• Capacity to operate independently as the first dedicated Customer Success representative in the region, while aligning with global leadership and processes.

• Strong cross-functional leadership abilities and the capacity to influence outcomes without formal authority.

• Genuine empathy for the communities and stakeholders served by Pano AI, along with enthusiasm for its mission and technology.

• Bachelor's degree or equivalent relevant professional experience is required.

• Willingness to travel approximately 20–30%, including visits to customer sites and Pano deployments.

• Must possess legal authorization to work in Australia.

• Must indicate whether employer sponsorship to work in Australia is necessary.

🏝️ Benefits

• Equity options available for regular full-time employees.

• Benefits customized to meet local market standards and statutory requirements in the employee's country of employment.

• Health coverage may be included.

• Retirement or pension contributions may be provided.

• Paid time off may be offered.

• Travel opportunities for customer site visits and Pano deployments (approximately 20–30%).