Customer Success Manager

Summary

Join Panoptyc, a company revolutionizing loss prevention with visual AI, as a Customer Success Manager. You'll lead key account relationships, manage a growing customer success team, and drive measurable business outcomes for mid-level and enterprise retail clients. This role involves defining and executing customer success strategies, focusing on retention, expansion, and delivering exceptional value. You'll serve as the central hub connecting multiple departments, relentlessly pursuing KPIs that demonstrate ROI for clients and identify growth opportunities.

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

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

Preferred Qualifications

• 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

Benefits

• 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