Job details
Director of Customer Success - Job Summary
Lead and scale the Community Engagement team to manage relationships with community organizations, drive product engagement, and support wildfire response efforts through customer success and cross-functional collaboration.
Key Responsibilities
- Recruit, mentor, and grow team members to excel individually and as a team.
- Set clear performance expectations, provide coaching, and drive accountability.
- Define and manage operational KPIs to measure team success and improve efficiency using data and technology.
- Define fire community user journey and deploy standardized playbooks for outreach and support.
- Support Sales, Marketing, and Government Affairs through case studies, advocacy, and event coordination.
- Partner with Analytics and Product teams to measure engagement and drive product adoption.
- Build and deliver presentations to senior leadership on progress and challenges.
- Collaborate cross-functionally to enhance scalability and initiatives.
Requirements
- 8+ years of professional experience in consulting, customer success, or customer-facing roles, preferably in SaaS or enterprise software.
- 4+ years in leadership or management, ideally in early-stage or growth companies.
- Strong executive presence and experience presenting to VP and C-level decision-makers.
- Excellent written and verbal communication skills with strong organization and detail orientation.
- Outstanding business judgment and ability to work under ambiguity in a matrix environment.
- Ability to operate effectively in a fast-paced, constantly changing environment.
- Empathy for stakeholders with passion for climate adaptation, environmental issues, public safety, and technology.
- Quick learner of disaster management or fire community industry knowledge.
- Willingness to travel approximately 10%-20% for customer and industry events.
Additional information about the company collected by GoodWord
About Pano AI
sitePano AI is a hybrid-remote growth-stage startup based in San Francisco, specializing in early wildfire detection and intelligence using advanced hardware, software, and AI to help fire professionals respond faster and safer.
What Our Employees Say
- Pano AI is working on cutting edge technology to detect wildfires earlier and help fight climate change, allowing employees to make a meaningful impact. (www.pano.ai)
- Employees enjoy a high-growth startup environment with opportunities to work alongside a passionate and talented team. (jobs.lever.co)
- Pano AI offers comprehensive health, dental, and vision benefits in addition to flexible paid time off. (jobs.lever.co)
Challenges You Might Face
- As a startup, Pano AI may offer less job security and more uncertainty compared to larger, established companies. (www.glassdoor.com)
- Due to the fast-paced nature of the company, employees may experience high workloads and a demanding work environment. (www.glassdoor.com)
- Some benefits and company processes may still be evolving since Pano AI is a relatively new company. (www.glassdoor.com)