Senior Customer Success Manager, Australia

Job description

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.