Customer Success Manager, Associate

Job Description

Job Description

Who we are

The problem : Every minute matters in fire response.  As climate change amplifies the intensity of wildfires—with longer fire seasons, drier 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 130+ 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. Learn more at https : / / www.pano.ai / .

The Role

The Associate Customer Success Manager plays a critical support role within Pano’s Customer Success team, partnering directly with Senior CSMs on our largest, most strategic accounts. These accounts already have a dedicated Senior CSM assigned; your role is to ensure the Senior CSMs have the bandwidth to operate at a strategic level by taking ownership of key day-to-day activities and learning the craft of world-class customer success.

This is an opportunity to gain hands-on experience with complex, high-value accounts while building the skills needed to advance towards a Senior CSM role. You’ll be immersed in the processes, tools, and relationship-building approaches that define successful management of large-scale customers, all while contributing meaningfully to customer satisfaction, retention, and advocacy.

What you’ll do

• Partner with Senior CSMs to manage day-to-day tasks and tactical execution for high-value, strategic accounts, ensuring they can focus on higher-level strategy.
• Provide critical “white-glove” support for a subset of strategic accounts—handling time-intensive tasks like building weekly meeting decks, scheduling meetings, and coordinating recurring check-ins.
• Own onboarding support, product adoption follow-ups, and training coordination to ensure smooth, professional customer experiences.
• Take on foundational CSM responsibilities (administrative and process-oriented tasks) as a stepping stone toward higher-visibility work.
• Handle inbound customer needs, triage requests, and ensure timely follow-up to maintain customer trust.
• Monitor account activity, track engagement, and flag early signals requiring Senior CSM attention.
• Collaborate with cross-functional teams (Sales, Operations, Support) to ensure seamless delivery on customer needs.
• Maintain accurate records of activity, updates, and customer context in internal systems (e.g., Confluence, Sheets, CRM).
• Learn and apply best practices from Senior CSMs, gradually expanding responsibilities toward customer-facing strategy and leadership.

What you’ll bring

Final salary offered is based upon multiple factors, including individual job-related qualifications, education, experience, knowledge, skills, and location. In addition to salary, this position is also eligible for stock options. We offer comprehensive health insurance, paid time off, and 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.