Pano
Customer Success Manager, Associate
The Role
Who we are
The problem: Every minute matters in fire response. As climate change amplifies the intensity of wildfires—with longer fire seasons, drier fuels, and faster winds—new ignitions spread faster and put more communities at risk. Today, most wildfires are detected by bystanders and reported via 911, meaning it can take hours to detect a fire, verify its exact location and size, and dispatch first responders. Fire authorities need a faster way to detect, confirm, and pinpoint fires so that they can quickly respond—preventing small flare-ups from becoming devastating infernos.
About Pano: We are a 130+ person growth-stage hybrid-remote start-up, headquartered in San Francisco. We are the leader in early wildfire detection and intelligence, helping fire professionals respond to fires faster and more safely—with the right equipment, timely information, and enhanced coordination—so that they can stop a new ignition before it grows. Pano AI combines advanced hardware, software, and artificial intelligence into an easy-to-use, web-based platform. Leveraging a network of ultra-high-definition, 360-degree cameras atop high vantage points, as well as satellite and other data feeds, Pano AI produces a real-time picture of threats in a geographic region and delivers immediate, actionable intelligence.
Pano AI is on TIME's list of the 100 Most Influential Companies of 2025! MIT Technology Review listed Pano as one of the top 15 climate tech companies to watch in 2024, and Fast Company named Pano AI one of the Top 10 most innovative companies in AI of 2023. We’ve also been featured in the Wall Street Journal, Bloomberg, and CNBC News. Pano AI’s dozens of government and enterprise customers span 16 states in the U.S., five states in Australia, and BC, Canada, and we are currently monitoring over 30 million acres of land. Pano AI has raised $89M in venture capital funding from Giant Ventures, Liberty Mutual Ventures, Tokio Marine Future Fund, Congruent Ventures, Initialized Capital, Salesforce Ventures, and T-Mobile Ventures. Learn more at https://www.pano.ai/.
The Role
The Associate Customer Success Manager plays a critical support role within Pano’s Customer Success team, partnering directly with Senior CSMs on our largest, most strategic accounts. These accounts already have a dedicated Senior CSM assigned; your role is to ensure the Senior CSMs have the bandwidth to operate at a strategic level by taking ownership of key day-to-day activities and learning the craft of world-class customer success.
This is an opportunity to gain hands-on experience with complex, high-value accounts while building the skills needed to advance towards a Senior CSM role. You’ll be immersed in the processes, tools, and relationship-building approaches that define successful management of large-scale customers, all while contributing meaningfully to customer satisfaction, retention, and advocacy.
What you’ll do
- Partner with Senior CSMs to manage day-to-day tasks and tactical execution for high-value, strategic accounts, ensuring they can focus on higher-level strategy.
- Provide critical “white-glove” support for a subset of strategic accounts—handling time-intensive tasks like building weekly meeting decks, scheduling meetings, and coordinating recurring check-ins.
- Own onboarding support, product adoption follow-ups, and training coordination to ensure smooth, professional customer experiences.
- Take on foundational CSM responsibilities (administrative and process-oriented tasks) as a stepping stone toward higher-visibility work.
- Handle inbound customer needs, triage requests, and ensure timely follow-up to maintain customer trust.
- Monitor account activity, track engagement, and flag early signals requiring Senior CSM attention.
- Collaborate with cross-functional teams (Sales, Operations, Support) to ensure seamless delivery on customer needs.
- Maintain accurate records of activity, updates, and customer context in internal systems (e.g., Confluence, Sheets, CRM).
- Learn and apply best practices from Senior CSMs, gradually expanding responsibilities toward customer-facing strategy and leadership.
What you’ll bring
- 2-4 years of experience in customer success, account management, or client support; ideally in a SaaS or technology environment.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced setting.
- Excellent communication skills and a customer-first mindset.
- A collaborative, team-oriented approach with a willingness to learn from more experienced peers.
- Interest in climate resilience, public safety, or technology for good.
- Familiarity with early-stage systems and tools (Google Workspace, CRM platforms) is a plus.
Pano is an equal opportunity employer committed to recruiting and supporting our team-members regardless of where they come from. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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The Company
What We Do
Pano AI (Pano) is the leader in early wildfire detection and intelligence, providing government, utilities, insurers, and private landowners with advanced tools and up-to-the-minute intelligence to quickly mitigate wildfire threats while protecting lives, property, and the environment. Pano combines advanced hardware, artificial intelligence, and software in a single integrated enterprise solution. Leveraging data and satellite feeds, as well as propriety imagery from a network of ultra-high-definition, 360-degree cameras atop high vantage points, Pano’s artificial intelligence model produces a real-time picture of threats in a geographic region and delivers immediate, actionable intelligence. Pano is based in San Francisco with a team of experienced technology professionals–from companies including Cisco, Tesla, Apple, Salesforce, and Nest–who are on a mission to give firefighters advanced tools to safeguard lives, communities, and the environment. Recently, Pano has been featured on Fox Business News, the San Francisco Chronicle, Morning Brew, and T&D World Magazine. Learn more at https://www.pano.ai/.
