Customer Success Manager

Customer Success Manager

Location : Remote - United States

Team : Customer Success

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

Nice to Have

Why Join Panoptyc?

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