Senior Customer Success Manager, Australia

HELP US TACKLE THE GROWING WILDFIRE CRISIS WITH THE LATEST ADVANCEMENTS IN AI AND IOT WHO WE ARE The challenge: Every minute matters in wildfire response. As climate change increases the frequency and intensity of wildfires—with longer fire seasons, drier fuels, and more extreme weather—new ignitions can spread rapidly, putting communities, critical infrastructure, and ecosystems at risk. Today, many wildfires are first reported by members of the public, meaning it can take valuable time to detect a fire, confirm its location and size, and mobilize responders. Fire agencies need faster, more reliable ways to detect, verify, and pinpoint new ignitions so they can respond quickly and prevent small fires from becoming catastrophic events. About Pano AI: Pano AI is the leader in AI-powered wildfire detection and intelligence, helping fire professionals detect, respond to, and contain wildfires faster and more safely. Our platform combines advanced hardware, software, artificial intelligence, satellite imagery, and other data sources to provide real-time situational awareness and actionable intelligence. Using a network of ultra-high-definition, 360-degree cameras positioned across high vantage points, Pano AI delivers a real-time view of wildfire activity, enabling faster, more informed decision-making when every second counts. We are a team of more than 175 people working in a hybrid-remote environment across North America and Australia, with headquarters in San Francisco. Our customers include government agencies, utilities, insurers, and private landowners who rely on Pano AI to help protect people, property, and natural landscapes. Pano AI currently serves customers across the United States, Australia, and Canada, monitoring more than 50 million acres worldwide. Our values are part of everything we do at Pano AI. They guide how we work together, how we serve our customers, and how we approach our mission. Impact: As we scale our business, we grow our impact—enabling emergency managers to protect people, infrastructure, and the environment from devastating wildfires. Service: We serve those who serve, and the teammates beside us. Trust: We earn trust through integrity, accountability, and an obsession with quality so that our partners can rely on us. Excellence and Speed: We produce exceptional work quickly because our mission demands both precision and urgency. Innovation: We apply cutting-edge technology to what we build and how we work. Our work has been recognized by Fast Company as one of the Top 10 Most Innovative AI Companies in 2023 https://www.fastcompany.com/90846670/most-innovative-companies-artificial-intelligence-2023 and one of the World's Most Innovative Companies in 2026 https://www.fastcompany.com/91502951/pano-ai-most-innovative-companies-2026, ranking #1 in Sustainability. We have also been named to TIME's https://www.linkedin.com/company/time/ list of the 100 Most Influential Companies of 2025 https://time.com/collections/time100-companies-2025/7289577/pano-ai/ and recognized by MIT Technology Review https://www.technologyreview.com/2024/10/01/1104375/2024-climate-tech-companies-pano-ai-fire-detecting-ai/as one of the top climate technology companies to watch. Backed by $89 million in funding https://techcrunch-com.cdn.ampproject.org/c/s/techcrunch.com/2023/07/10/pano-series-a-extension/amp/ from leading investors including Giant Ventures, Liberty Mutual Ventures, Tokio Marine Future Fund, Congruent Ventures, Initialized Capital, Salesforce Ventures, and T-Mobile Ventures, we're building technology that helps communities around the world become more resilient to wildfire. Learn more at www.pano.ai http://www.pano.ai. THE ROLE Pano AI is seeking an experienced Senior Customer Success Manager (CSM) to lead customer success delivery in Australia. This is a high-impact role for someone who combines strong customer and commercial instincts with credibility in the fire, emergency management, disaster response, or a related community. As our first dedicated Customer Success leader on the ground in Australia, you will own the post-sale customer experience across the region—from deployment and onboarding through adoption, and account health, setting the ground for renewals, and expansion. You will also help align the processes, operating rhythms, and customer success standards that enable Pano AI to deliver a consistent, high-quality experience as our Australian business grows. This role requires someone who is comfortable operating with significant autonomy and navigating a broad and complex stakeholder environment. You may spend one day working directly with firefighters and emergency management personnel and the next presenting to senior executives, government leaders, or enterprise customers. You will work closely with Pano AI's Australian Sales team while partnering with Customer Success leadership and cross-functional teams in the US. You will report to the Director of Customer Success. The ideal candidate brings strong business judgment, executive presence, and the ability to build trusted relationships across diverse stakeholder groups. Experience in firefighting, bushfire, emergency management, forestry, disaster response, or a closely related field is highly valued. What you’ll do - Own the customer relationship post-sale for Pano AI customers in Australia, serving as a trusted advisor and primary Customer Success partner throughout the customer lifecycle. - Lead customers from implementation and deployment through onboarding, adoption, ongoing account management, and supporting Sales in account renewal and expansion. - Establish and maintain strong relationships across the customer organisation, from operational end-users and firefighters to senior executives and decision-makers. - Partner closely with local Sales leadership while leveraging Pano AI's global Customer Success processes, operating rhythms, and standards to the Australian market. - Help establish a scalable Customer Success practice in Australia, bringing structure, rigor, accountability, and consistency to how we manage customer health and outcomes. - Coordinate successful Pano station deployments by partnering closely with Operations, Sales, customers, and relevant local stakeholders to resolve dependencies and keep implementations moving. - Build relationships with local fire, emergency management, and disaster response agencies surrounding Pano deployments, ensuring relevant end-users understand the platform and are positioned for successful adoption. - Design, coordinate, and deliver effective onboarding, training, and ongoing enablement for customers and end-users. - Develop a deep understanding of each customer's operational environment, objectives, stakeholders, and measures of success, and translate those needs into actionable account plans. - Monitor customer health and product adoption through regular engagement, proactively identifying risks, opportunities, and areas requiring intervention. Develop deep expertise in Pano AI's product suite and service offerings in order to clearly communicate capabilities and help customers maximise the value of the platform. - Serve as a strong voice of the Australian customer and fire community internally, providing Product, Engineering, Operations, Sales, and leadership with actionable feedback and market context. - Participate in relevant industry events, conferences, fire community engagements, presentations, and workshops as appropriate. What you’ll bring - 8+ years of relevant professional experience, including significant experience in customer success, strategic account management, technology consulting, enterprise customer delivery, or a comparable customer-facing function. - Demonstrated ability to independently manage complex, high-value customer relationships and build credibility with senior executives and operational stakeholders alike. - Experience working in or closely with the fire service, bushfire management, emergency management, disaster response, forestry, public safety, or a related field is strongly preferred. Direct fire agency or emergency services experience is highly valued. - Experience working in a SaaS, enterprise software, technology, or similarly fast-moving environment. - Strong executive presence and excellent written, verbal, facilitation, and presentation skills. - Confidence working with strong personalities and experienced stakeholders, with the judgment and conviction to respectfully challenge assumptions, advocate for customers, and drive decisions when needed. - Ability to operate effectively as the first dedicated Customer Success presence in a region, working independently while remaining closely aligned with global leadership and processes. - Strong cross-functional leadership skills and a demonstrated ability to influence outcomes without relying on formal authority. - Genuine empathy for the communities and stakeholders Pano AI serves and enthusiasm for our mission and technology. - Bachelor's degree or equivalent relevant professional experience. - Ability to travel approximately 20–30%, including travel to customer sites and Pano deployments. 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.