Customer Success Manager

About Pani

Pani Energy is made up of a world‑class team of highly motivated individuals who share a mutual passion for the environment. We have created a web‑based platform which enables the operators of water treatment facilities to operate their plants more efficiently, saving energy, consumables, and the environment. We are excited to tackle challenging problems for the betterment of society. Our workplace environment fosters and encourages both ingenuity and collaboration.

Pani is part of the 2025 Global Cleantech 100 list of companies committed to acting on the climate crisis for our contribution to accelerating the water sector's transition to net zero, and we are looking for driven, enthusiastic people who share this vision.

You will be a key part of Pani's revenue team reporting to the Head of Customer Success, serving as a critical intermediary for bridging the gap between initial sales processes and post‑sales customer experience. With a primary mission, you amplify the product's value to the customer, ensuring smooth transitions and consistent value addition throughout the customer journey. Blending technical expertise with a deep understanding of customer needs, you will be ensuring the product delivers tangible, sustained value throughout the customer's journey.

You will work closely with the sales team as well as our internal Application Solutions team to provide a world‑class customer journey.

You have a passion for water treatment and have a deep understanding of plant operations and processes. You enjoy the challenge of working on innovative projects with an equally talented group of co‑workers who will both challenge and support you. You believe in lifelong learning and welcome the opportunity to constantly iterate and improve upon your skills. Fundamentally you want to use your talents and energy to better the world for others and contribute to the responsible management of global water and energy, and CO2 reduction.

• University degree in engineering, sciences, or relevant equivalent education and experience
• Minimum of 2 years of plant operation/ process engineering experience
• Technical Acumen:
  Possess a deep understanding of technical treatment plant operations & processes, especially in areas like desalination (SWRO, BWRO, etc.), Beverage plants, and municipal wastewater treatment plants.
• Customer Insight:
  Ability to identify customer challenges and curate tailored use‑cases and demos.
• Interpersonal Prowess:
  Must exhibit outstanding interpersonal abilities, fostering relationships with customers and internal teams alike.
• Communication Mastery:
  Adept at both written and verbal communication, ensuring clear conveyance of value propositions and technical nuances.
• Customer Interaction:
  Comfortable and confident in dealing with customers across various organizational hierarchies.
• Hybrid work:
  Comfortable to work for a 1-2 days/week from office if based out of Metro Vancouver.

• Sales
  
  Collaboration:
  
  Partner closely with Account Executives to gauge customer needs and understand their Operational Intelligence (OI) requirements & technical plant design, availability of instruments, data, and other elements to prequalify which product fits the customer's needs best.
• Customer Journey:
  Own post‑sales customer journey to ensure a high CSAT and NPS.
• Adoption:
  Work with the operational and business stakeholders of your set of accounts to drive platform adoption.
• Quarterly Value Reviews (QVRs):
  Collaborate with Account Managers and the Customer Success team during QVRs. This involves providing Account Managers with technical proofs of customer value creation (cost savings, cost avoidance, opportunity identification) and related facts that have added value to customers or can add additional value through upsells or continued usage.
• Training & Webinars:
  Organize and conduct webinars and training sessions in tandem with the product and CS teams to ensure customers get the most out of their purchases.
• Renewals and expansion:
  Own customer health to maintain a high NRR and GRR score for your set of accounts.

• Experience with B2B…