Customer Success Manager

Location: RemoteTeam: Customer SuccessAbout 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 metricsOwn key performance indicators including retention rate, expansion revenue, and customer satisfaction scoresPersonally manage 3-5 strategic enterprise accounts (approximately 50% of your time)Develop data-driven account strategies to maximize client ROI and identify growth opportunitiesConduct quarterly business reviews that clearly demonstrate value and quantify success metricsServe as the central liaison between clients and internal teams (Product, Engineering, Sales, Implementation)Create and track comprehensive customer health metrics that predict retention riskProactively identify and execute expansion opportunities through data analysisImplement early warning systems to identify at-risk accounts before they become problematicChampion the voice of the customer by communicating enhancement requests to product teamsWork closely with Sales on account expansion strategies and renewalsRequirements:4+ years of proven Customer Success experience, with 3+ years in Mid Level or Enterprise Customer SuccessAt least 1 year managing customer success teams and developing team membersDemonstrated ability to define, track, and achieve customer success metrics and KPIsExceptional analytical skills with experience using data to drive strategic decisionsStrong business acumen with the ability to understand and communicate client ROIExcellence in problem-solving, strategic thinking, and proactive customer engagementProven track record of meeting or exceeding retention and expansion targetsBachelor's degree in Business, Marketing, or related fieldStrong communication skills and ability to work effectively in a hybrid environmentNice to have:Experience in loss prevention, retail technology, or SaaS industriesPrevious experience managing key accounts or strategic partnershipsProficiency with CRM platforms, BI tools, and customer success softwareBackground in implementing customer success programs from the ground upWhy Join Panoptyc?Competitive compensation package: $55-$70K base salary plus performance-based incentives with OTE of $110KCareer advancement opportunities in a rapidly growing organizationFlexible work arrangement balancing office collaboration with remote work with some opportunity to travelBe part of a mission-driven team reshaping retail security with cutting-edge AI technologyHow 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

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