PaneraTech, Inc.
Vice President of Customer Success
PaneraTech, Inc., Chantilly, Virginia, United States, 22021
About PaneraTech, Inc.
PaneraTech was officially founded in 2010 to solve industrial problems with advanced sensors and artificial intelligence techniques. The company builds digital asset monitoring solutions with its sensors and software platforms, with customers in 40 countries. As we scale AI adoption across industries, our success depends on our customers realizing tangible value from our platform.
Role Overview
Vice President of Customer Success
— lead PaneraTech’s global customer success strategy to ensure retention, satisfaction, and growth of our B2B client base. This senior leadership role defines and scales a high-impact Customer Success function that accelerates AI adoption and delivers measurable value for enterprise clients. You will drive customer-centric transformation, partner with the executive team, and align internal departments to the end vision we share with customers.
This role suits a strategic, customer-obsessed executive with a track record of digital transformation and managing enterprise-level relationships at scale.
What You’ll Do
Strategic Leadership and Vision:
Define and execute the global customer success strategy to ensure client satisfaction, retention, and expansion.
Partner with the executive team to align customer success initiatives with PaneraTech’s strategic objectives and revenue goals.
Establish a metrics-driven culture of performance, accountability, and continuous improvement within the Customer Success organization.
Create strong, long-lasting relationships with stakeholders across technical and business teams.
Build out a Successful Enterprise Customer Success team from the ground up.
AI Adoption Strategy And Enablement:
Partner with clients to design and execute AI adoption roadmaps; guide customers through implementation and change management processes, ensuring internal alignment and stakeholder buy-in.
Identify barriers to AI adoption and help customers overcome challenges related to data, workflows, or internal knowledge gaps; relay feedback to internal teams.
Customer Lifecycle Ownership:
Lead onboarding for new clients, set clear expectations, and deliver early wins.
Monitor customer health through usage metrics, sentiment, and feedback; intervene proactively to address risks.
Conduct quarterly business reviews (QBRs) to demonstrate ROI, promote AI maturity, and uncover expansion opportunities.
Cross-Functional Collaboration:
Be the voice of the customer internally; collaborate with Product, Engineering, Sales, and Support to champion needs and influence roadmaps.
Lead initiatives to reduce adoption friction by identifying systemic challenges related to data readiness, workflows, or product usability.
Translate field insights into actionable feedback loops for continuous product and process improvement.
Qualifications
Required Skills/Abilities:
Proven track record of managing complex enterprise relationships and driving technology adoption; experience in Customer Success software implementation and best practices; experience guiding customers through a full lifecycle with successful renewals; strong understanding of enterprise SaaS solutions and digital transformation.
Exceptional writing, communication and presentation skills; able to explain AI concepts to both technical and non-technical stakeholders.
Strategic thinking with operational excellence and tactical execution; analytical mindset with strong KPI, forecasting, and data-driven decision-making abilities.
Strong leadership and collaboration skills with a results-driven mindset.
Education And Experience:
Bachelor’s degree in Business or related field; MBA preferred. 10+ years in customer success, account management, or enterprise SaaS leadership, with at least 5 years in a senior or executive role.
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PaneraTech was officially founded in 2010 to solve industrial problems with advanced sensors and artificial intelligence techniques. The company builds digital asset monitoring solutions with its sensors and software platforms, with customers in 40 countries. As we scale AI adoption across industries, our success depends on our customers realizing tangible value from our platform.
Role Overview
Vice President of Customer Success
— lead PaneraTech’s global customer success strategy to ensure retention, satisfaction, and growth of our B2B client base. This senior leadership role defines and scales a high-impact Customer Success function that accelerates AI adoption and delivers measurable value for enterprise clients. You will drive customer-centric transformation, partner with the executive team, and align internal departments to the end vision we share with customers.
This role suits a strategic, customer-obsessed executive with a track record of digital transformation and managing enterprise-level relationships at scale.
What You’ll Do
Strategic Leadership and Vision:
Define and execute the global customer success strategy to ensure client satisfaction, retention, and expansion.
Partner with the executive team to align customer success initiatives with PaneraTech’s strategic objectives and revenue goals.
Establish a metrics-driven culture of performance, accountability, and continuous improvement within the Customer Success organization.
Create strong, long-lasting relationships with stakeholders across technical and business teams.
Build out a Successful Enterprise Customer Success team from the ground up.
AI Adoption Strategy And Enablement:
Partner with clients to design and execute AI adoption roadmaps; guide customers through implementation and change management processes, ensuring internal alignment and stakeholder buy-in.
Identify barriers to AI adoption and help customers overcome challenges related to data, workflows, or internal knowledge gaps; relay feedback to internal teams.
Customer Lifecycle Ownership:
Lead onboarding for new clients, set clear expectations, and deliver early wins.
Monitor customer health through usage metrics, sentiment, and feedback; intervene proactively to address risks.
Conduct quarterly business reviews (QBRs) to demonstrate ROI, promote AI maturity, and uncover expansion opportunities.
Cross-Functional Collaboration:
Be the voice of the customer internally; collaborate with Product, Engineering, Sales, and Support to champion needs and influence roadmaps.
Lead initiatives to reduce adoption friction by identifying systemic challenges related to data readiness, workflows, or product usability.
Translate field insights into actionable feedback loops for continuous product and process improvement.
Qualifications
Required Skills/Abilities:
Proven track record of managing complex enterprise relationships and driving technology adoption; experience in Customer Success software implementation and best practices; experience guiding customers through a full lifecycle with successful renewals; strong understanding of enterprise SaaS solutions and digital transformation.
Exceptional writing, communication and presentation skills; able to explain AI concepts to both technical and non-technical stakeholders.
Strategic thinking with operational excellence and tactical execution; analytical mindset with strong KPI, forecasting, and data-driven decision-making abilities.
Strong leadership and collaboration skills with a results-driven mindset.
Education And Experience:
Bachelor’s degree in Business or related field; MBA preferred. 10+ years in customer success, account management, or enterprise SaaS leadership, with at least 5 years in a senior or executive role.
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