Director, Customer Success and Community Engagement

Pano AI seeks a director to lead and scale the Community Engagement team, which owns relationships with community organizations such as fire authorities and disaster management agencies. This team is high touch in communication and support with these community agencies and end-users and manages their entire lifecycle from initial identification to outreach, onboarding and driving product engagement and feedback. Following years of increasingly catastrophic climate disasters, we're now in the midst of one of the greatest paradigm changes in the past century with the entire disaster preparedness space being re-imagined and restructured. This critical role within Pano's broader Customer Success organization will help empower and accelerate this change. Your team and you will help build and manage Pano's "ground game" via establishing a network of engaged end-users who receive and respond to alert notifications from Pano stations. Working with a cross-functional team of Customer Success Managers (who own the corresponding relationships with our paying customers such as utilities), sales account executives and product managers, you will have ultimate responsibility for Pano's engagement with the fire community. You will lead the team's growth, set and measure performance against KPIs, use data driven insights and technology to scale, and present progress to company leadership. You will report to the Head of Customer Success. This is an ideal job for an outstanding and experienced business leader with a passion for working with customers, exceptional judgment and strategic thinking, and a demonstrated ability to work with other cross-functional leaders in a fast-paced environment. The successful candidate will have stellar communication skills, the ability to lead and grow a team with varying experience levels and a process driven mindset.

What You'll Do:

• 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
• Measure Effectiveness and Scale 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)
• Drive Customer Experience and Outcomes
• 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
• Expertly navigate a SaaS business by skillfully managing the expectations of both your team and fire community users and making thoughtful choices that align business goals with fire community needs
• Enhance Product Adoption and Act as Customer Advocate
• 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
• Cross-Functional Collaboration and Executive Communication
• Use quantitative and qualitative insights to build and deliver presentations to Pano's senior leadership, on aspects such as progress against team goals and proactive identification of roadblocks
• Build strong relationships internally and collaborate with other team leaders to identify and drive scalability and cross-functional initiatives

What You'll Bring:

• 8+ years of professional experience in consulting, customer success or other customer-facing experience, with a strong preference for experience within a SaaS or enterprise software-related field
• 4+ years in a leadership or management role, ideally in an early-stage or growth company. You are a comfortable and confident team leader
• Comfort building and delivering presentations to VP and C-level decision-makers; strong executive presence and ability to synthesize data to inform decisions
• Excellent written and verbal communication skills; strong organization and attention to detail
• Outstanding business judgment while dealing with ambiguity and have a knack for "getting things done" in a matrix environment
• Ability to work in a fast-paced environment where constant change is the norm and the bar for delivering results is set high
• Empathy for the stakeholders we serve; passionate about climate adaptation and environmental issues, public safety, and technology for good. Background experience in the disaster management or fire community is not required but must be a quick learner to ramp up about this industry
• Travel expectations: Approximately 10% to 20% for customer meetings, fire agency engagements, customer press events and industry events

$150,000 - $172,000 a year

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.