Customer Success Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Team: Customer Success
• Salary: (Not provided)

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 remote environment.

Nice to Have

• Experience in loss prevention, retail technology, or SaaS industries.
• Previous experience managing key accounts or strategic partnerships.
• Proficiency with (Not provided)