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