About PaneraTech, Inc.

Who We Are

PaneraTech was officially founded in 2010 to solve industrial problems with advanced sensors and artificial intelligence techniques. The company built its success in developing digital asset monitoring solutions utilizing its advanced sensors and software platforms. We are globally recognized for our patented solutions in the glass and steel industry with customers in 40 countries. We are poised for expansion and look to align ourselves with the right people who can handle our growth period and dynamic nature. As we scale AI adoption across industries, our success depends on our customers realizing tangible value from our platform. This is where you come in.

About the role

As the Vice President of Customer Success, you will lead PaneraTech’s global customer success strategy, ensuring the retention, satisfaction, and growth of our B2B client base. This is a senior leadership role where you'll define and scale a high-impact Customer Success function that accelerates AI adoption and delivers measurable value for our enterprise clients. You will be instrumental in driving customer-centric transformation, partnering closely with the executive team, and shaping the future of how industries harness AI. You will also work internally to make sure that all departments are aligned on the end vision that we share with the customer.

This role is ideal for a strategic, customer-obsessed executive with a track record of driving digital transformation and managing enterprise-level relationships at scale.

What you'll do

Strategic Leadership and Vision:

• Define and execute the company’s 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 back to the internal team about barriers and issues customers are facing.

Customer Lifecycle Ownership:

• Lead smooth onboarding processes for new clients, setting clear expectations and delivering 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, collaborating closely with Product, Engineering, Sales, and Support to champion customer needs and influence roadmap priorities.
• Lead initiatives to reduce friction in adoption by identifying systemic challenges related to data readiness, workflows, or product usability.
• Drive internal change by synthesizing insights from the field 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.
• Customer Success software implementation and institution of best practices for Customer Success
• Demonstrated ability to see customers through a full life cycle with successful renewals
• Strong understanding of enterprise SaaS solutions and digital transformation concepts.
• Exceptional writing, communication and presentation skills.
• Comfortable explaining AI concepts to both technical and non-technical stakeholders.
• Ability to think strategically while driving operational excellence and tactical execution.
• Analytical mindset with strong command of KPIs, forecasting, and data-driven decision-making.
• 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 of experience in customer success, account management, or enterprise SaaS leadership, with at least 5 years in a senior or executive role