Customer Success Program Manager

3 days ago

Bulacan, Philippines Panoptyc Full time

About Panoptyc About the Role We’re looking for a Customer Success Manager (Scale) who thrives on building outstanding customer experiences at scale. You’ll manage a high volume of customers through data-driven programs, ensuring the right level of engagement at the right time. This role blends strategy, analytics, and customer care—perfect for someone who loves creating efficient systems, engaging content, and scalable processes that drive adoption and long-term value. You’ll partner closely with Product, Sales, and Loss Prevention teams to design and deliver programs that maximize client success and ROI. If you excel in this role, there’s significant potential for growth and advancement as Panoptyc continues to scale. Responsibilities Own the customer lifecycle at scale—driving product adoption, satisfaction, and value realization across a large customer base. Leverage analytics to proactively identify risks, surface opportunities, and deliver the right touch at the right time. Build and manage scalable customer programs—webinars, office hours, optimization calls, and digital content. Monitor and report on key success metrics (adoption, retention, NPS, expansion). Act as the voice of the customer—gather insights and share feedback with Product, Sales, and leadership to improve outcomes. Collaborate with cross-functional teams to produce high-quality resources that accelerate customer learning and growth. Drive initiatives that reduce churn, increase engagement, and position accounts for expansion. Contribute as an innovative, collaborative thought partner within the Customer Success team. Qualifications 2+ years in customer-facing roles (CSM, account management, project management, or support), ideally in SaaS. Strong analytical mindset; experience working with CX or analytics tools. Proficient with productivity and communication tools. Experience with CRM, email and reporting tools (eg: Hubspot, customer.io, SQL, BI dashboards etc). Ability to manage multiple projects simultaneously while maintaining attention to detail. Excellent written and verbal communication skills, with confidence presenting to client groups. Proven track record of turning customer data into actionable insights. Experience building successful programs from the ground up. Experience collaborating across Product, Marketing, Sales, and Support. Strong communication skills and ability to work effectively in a remote environment, including working asynchronously and with times of high ambiguity. (Bonus) Experience with Loss Prevention. Why Join Panoptyc? Competitive salary and benefits. Be part of a rapidly growing team reshaping retail security. Full remote work flexibility with a dynamic, global team. Opportunity to work closely with executive leadership and drive business impact. Job Details: Full-time status (40 hours per week). Able to work during U.S. Eastern Time zone. Location: Remote. Note: The provided salary range of $8-$10 / hour seems incorrect for the described role and may be a mistake. Typically, roles like Customer Success Manager (Scale) are offered higher compensation packages. #J-18808-Ljbffr

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