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Director, Customer Success and Community Engagement

Pano

San Francisco, CA
Full Time
Director
150k-172k
14 days ago

Job Description

About the Role

The role of Director, Customer Success and Community Engagement at Pano AI involves leading and scaling the Community Engagement team, which manages relationships with fire authorities and disaster management agencies. Pano AI is a growth-stage startup based in San Francisco, specializing in early wildfire detection and intelligence through advanced hardware, software, and AI. The company aims to help fire professionals respond faster and more safely by providing real-time threat information via a network of high-definition cameras, satellite data, and other feeds. Pano AI has received numerous recognitions and has a diverse customer base across the US, Australia, and Canada, with significant venture capital backing.

Key Responsibilities

  • Build and Lead a World-Class Team
  • Recruit, mentor and grow both the individual contributors and first-line managers on the team to excel within their roles and collaboratively as a team
  • Set clear performance expectations, provide ongoing coaching, and drive accountability within the team
  • Define and manage operational KPIs for the team
  • Improve the team's efficiency and operations with data driven insights and by leveraging technology (such as Gen AI) and tools (such as Salesforce and Hubspot)
  • Define the fire community user journey - from initial outreach to user support; deploy standardized playbooks for each point in the journey while enhancing customer experience
  • Support Pano's Sales, Marketing and Government Affairs functions - develop and manage both high touch and at scale closed-loop processes to surface fire incident case studies, identify end-user advocates and facilitate locating press events at fire agency locations
  • Navigate a SaaS business by managing expectations of both your team and fire community users and making thoughtful choices that align business goals with fire community needs
  • Partner with Analytics and Product team leaders to measure and drive product engagement, using data-driven insights to inform continuous improvement and identify new opportunities
  • Facilitate and track adoption of new product features by the fire community and actively contribute to the refinement and development of new features by working closely with Product and Engineering
  • Use quantitative and qualitative insights to build and deliver presentations to Pano's senior leadership, on progress against team goals and potential roadblocks
  • Build strong relationships internally and collaborate with other team leaders to identify and drive scalability and cross-functional initiatives

Requirements

  • 8+ years of professional experience in consulting, customer success or other customer-facing roles, preferably within SaaS or enterprise software
  • 4+ years in a leadership or management role, ideally in an early-stage or growth company
  • Comfort building and delivering presentations to VP and C-level decision-makers; strong executive presence and ability to synthesize data
  • Excellent written and verbal communication skills; strong organization and attention to detail
  • Outstanding business judgment and ability to work with ambiguity
  • Ability to work in a fast-paced environment with high expectations for results
  • Empathy for stakeholders; passionate about climate adaptation, environmental issues, public safety, and technology for good
  • Quick learner with the ability to ramp up on disaster management and fire community industry knowledge
  • Travel expectations: approximately 10% to 20% for customer meetings, fire agency engagements, press events, and industry events

Nice to Have

  • Experience working with fire community or disaster management stakeholders
  • Background in climate tech or environmental issues
  • Experience with SaaS tools such as Salesforce and Hubspot
  • Experience with data-driven product engagement strategies

Qualifications

  • Educational background or certifications are not explicitly specified but implied to include significant professional experience in relevant fields

Benefits & Perks

  • Salary range of $150,000 - $172,000 annually, final offer based on qualifications and location
  • Stock options
  • Comprehensive medical, dental, and vision insurance
  • Unlimited paid time off
  • Matching 401k

Working at Pano

Pano AI is committed to diversity and inclusion, supporting team members regardless of race, gender, sexual orientation, age, disability, or veteran status. The company values innovation, environmental impact, and public safety, fostering a fast-paced, collaborative environment focused on technological solutions for climate resilience.

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Job Details

Posted AtJul 12, 2025
Salary150k-172k
Job TypeFull Time
ExperienceDirector

Job Skills

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About Pano

Website

pano.ai

Company Size

11-50 employees

Location

San Francisco, CA

Industry

Lessors of Other Real Estate Property

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