Customer Success Manager
Location: Remote
Team: Customer Success
About Panoptyc At Panoptyc, we're on a mission to revolutionize loss prevention. Using visual AI and manual reviewers, we help retailers detect theft in over 15,000 markets across the United States. From Fortune 500 giants to local businesses, our impact is far-reaching. As a fully remote, rapidly growing team, we're excited to invite top talent worldwide to join us in reshaping the future of retail security.
About the Role
We're seeking a data-driven Customer Success Manager to lead our key account relationships, manage a growing customer success team, and drive measurable business outcomes. In this pivotal role, you'll be responsible for defining and executing our customer success strategy, focusing on retention, expansion, and delivering exceptional value to our mid level and enterprise retail clients. You'll serve as the central hub connecting multiple departments while relentlessly pursuing KPIs that demonstrate ROI for our clients and identify growth opportunities.
Responsibilities:Lead, mentor, and develop a team of Customer Success Managers to achieve defined KPIs and metrics
Own key performance indicators including retention rate, expansion revenue, and customer satisfaction scores
Personally manage 3-5 strategic enterprise accounts (approximately 50% of your time)
Develop data-driven account strategies to maximize client ROI and identify growth opportunities
Conduct quarterly business reviews that clearly demonstrate value and quantify success metrics
Serve as the central liaison between clients and internal teams (Product, Engineering, Sales, Implementation)
Create and track comprehensive customer health metrics that predict retention risk
Proactively identify and execute expansion opportunities through data analysis
Implement early warning systems to identify at-risk accounts before they become problematic
Champion the voice of the customer by communicating enhancement requests to product teams
Work closely with Sales on account expansion strategies and renewals
Requirements
4+ years of proven Customer Success experience, with 3+ years in Mid Level or Enterprise Customer Success
At least 1 year managing customer success teams and developing team members
Demonstrated ability to define, track, and achieve customer success metrics and KPIs
Exceptional analytical skills with experience using data to drive strategic decisions
Strong business acumen with the ability to understand and communicate client ROI
Excellence in problem-solving, strategic thinking, and proactive customer engagement
Proven track record of meeting or exceeding retention and expansion targets
Bachelor's degree in Business, Marketing, or related field
Strong communication skills and ability to work effectively in a hybrid environment
Nice to have
Experience in loss prevention, retail technology, or SaaS industries
Previous experience managing key accounts or strategic partnerships
Proficiency with CRM platforms, BI tools, and customer success software
Background in implementing customer success programs from the ground up
Why Join Panoptyc?
Competitive compensation package: $55-$70K base salary plus performance-based incentives with OTE of $110K
Career advancement opportunities in a rapidly growing organization
Flexible work arrangement balancing office collaboration with remote work with some opportunity to travel
Be part of a mission-driven team reshaping retail security with cutting-edge AI technology
How to Apply
Ready to revolutionize retail security and drive customer success for some of our biggest clients? Apply at: https://jobs.ashbyhq.com/Panoptyc/5468f44a-20d9-4ac0-8c19-bb2ad5dfa782
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