Senior Customer Success Manager – Australia

About the role

Pano AI is looking for an experienced Senior Customer Success Manager to lead post‑sale delivery for its Australian customers. This high‑impact position will own the end‑to‑end customer journey—from deployment and onboarding to adoption, renewal and expansion—while shaping the customer success practice in the region.

Key responsibilities

• Serve as the trusted advisor for Australian accounts, managing the full customer lifecycle.
• Lead implementation, onboarding, adoption and ongoing account management, supporting sales in renewals and growth.
• Build strong relationships across customer organisations, from frontline firefighters to senior executives.
• Collaborate with local sales leadership and align Australian activities with Pano AI’s global customer success processes.
• Establish a scalable, accountable customer success practice in Australia.
• Coordinate deployments with operations, sales and local stakeholders to keep projects on track.
• Engage with fire, emergency management and disaster response agencies to ensure successful platform adoption.
• Design and deliver onboarding, training and enablement programs for customers and end‑users.

Required profile

• Proven experience in customer success or account management, preferably in fire, emergency management, disaster response or related sectors.
• Strong business judgment, executive presence and the ability to influence diverse stakeholder groups.
• Comfortable working autonomously in a complex, multi‑stakeholder environment.
• Excellent communication skills and a track record of driving customer satisfaction and growth.

Required skills