Director, Customer Success and Community Engagement

Who we are

The problem : Every minute matters in fire response. As climate change amplifies the intensity of wildfires—with longer fire seasons, dryer 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 100+ 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.

The Role

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.

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

Pano offers a salary range of $150,000 - $172,000 a year, based on individual job-related qualifications, education, experience, knowledge, skills, and location. We also offer comprehensive medical, dental, and vision insurance, unlimited paid time off, and matching 401k. 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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