Customer Success Manager
Location: Remote - United States
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, relationship focused Customer Success Manager to lead our key account relationships. In this pivotal role, you'll be responsible for defining and executing our strategic Enterprise Customer Success strategy. 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:
Own outcomes across a focused portfolio of five to ten enterprise accounts including retention adoption satisfaction and measurable value.
Operate with strong ownership and an entrepreneurial mindset. Define and refine success motions, build processes and playbooks from scratch and iterate based on data and feedback.
Serve as a strategic advisor to clients by connecting business objectives to product capabilities and usage. Provide clear actionable recommendations that drive outcomes and appropriately timed expansion.
Build cross functional partnerships with Product Engineering Sales Implementation and Operations to streamline workflows, remove blockers and improve the customer experience.
Create and maintain data driven account plans, customer health metrics and early risk signals. Execute targeted actions to address risk and accelerate value.
Establish a consistent cadence of strategic check-ins, executive touchpoints and quarterly business reviews that quantify outcomes usage trends and return on investment.
Identify, validate and recommend expansion opportunities through usage analysis and outcome mapping consolidating this into a single actionable plan with value rationale and timing for internal partners.
Prioritize feedback and enhancement requests by first uncovering the desired outcome behind each task. Facilitate clear problem statements with clients and translate them into precise requirements and prioritization for product teams then close the loop with clients to confirm impact.
Create value driven narratives and outcome summaries that result in successful client advocacy including participation in use case studies providing referrals and renewals and expansions.
Maintain organized documentation in CRM and business intelligence tools and provide concise dashboards status updates and executive summaries.
Travel for on site client meetings events and quarterly reviews (up to 25 percent of time)
Requirements:
Experience: At least 2 years in customer success, working with mid-market or enterprise customers.
Skillset: Proven ability to define, track, and deliver on customer success metrics and KPIs with strong analytical and multitasking skills.
Communication: Exceptional written and verbal communication, comfortable engaging executive stakeholders and working remotely.
Ownership: High sense of accountability, entrepreneurial mindset, and ability to manage competing priorities in a fast-paced environment.
Collaboration: Strong relationship-building skills across technical and business teams, with experience working cross-functionally with Product, Engineering, Sales, and Implementation.
Availability: Primarily work Eastern Time hours with flexibility to adjust based on client needs and travel. Willingness to travel to customer sites or key meetings as required.
Results: History of meeting or exceeding retention and expansion goals.
Nice to Have:
Experience in loss prevention, retail tech, SaaS, or managing multi-site enterprise accounts.
Familiarity with CRMs, BI tools, and customer success software.
Background in building customer success playbooks or programs.
Bachelor’s degree in Business, Marketing, or related field.
Reside near a major airport.
Compensation and Benefits:
Earnings: Base salary 75,000 USD. On target earnings total compensation 90,000 to 120,000 USD.
Benefits: Health insurance, dental insurance, vision insurance, 401 k with employer contribution, paid time off and paid holidays, parental leave if applicable, professional development support.
Work Environment: Remote first within the United States. This role includes on site client visits as needed.
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/49008b5f-37e2-45ee-b99a-905664217cc9