Customer Success Manager

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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.

Remote - United States

Customer Success

We’re seeking a data‑driven Customer Success Manager to lead our key account relationships. In this pivotal role, you’ll define and execute our strategic Enterprise Customer Success strategy, serve as the central hub connecting multiple departments, and relentlessly pursue KPIs that demonstrate ROI for our clients and identify growth opportunities.

• Own key performance indicators including retention rate, expansion revenue, and customer satisfaction scores.
• 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.

• Proven Customer Success experience, with 2+ 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.
• A keen eye for detail, please add the word "banana" somewhere in your application.
• Proven track record of meeting or exceeding retention and expansion targets.
• Strong communication skills and ability to work effectively in a remote environment.
• Ability to travel up to 25% of the time.

• 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.
• Experience in Loss Prevention.
• Bachelor's degree in Business, Marketing, or related field.
• Reside near major airport.

• Competitive compensation package: $65‑$75K base salary plus performance‑based incentive bonus.
• Career advancement opportunities in a rapidly growing organization.
• Fully‑remote work.
• Be part of a mission‑driven team reshaping retail security with cutting‑edge AI technology.

Ready to revolutionize retail security and drive customer success for some of our biggest clients? Apply at:

Mid‑Senior level

Full‑time

Other

Software Development