Customer Success Manager

4 days ago

Quezon City, Philippines Panoptyc Full time

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 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 Customer Education teams to design and deliver programs that maximize client success. 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 (Slack, Excel, CRM, automation platforms).
  • 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 collaborating across Product, Marketing, Sales, and Support.
  • (Bonus) Understanding of compliance or financial services industries.
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
  • Salary: $8-$10 / hour
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