Scale Customer Success Manager

About Panoptyc

At Panoptyc, were 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, were 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 exceptional customer experiences through data, automation, and operational excellence. This isn’t your typical CSM role — you’ll design and manage programs that reach thousands of customers efficiently, using insights, systems, and scalable processes to deliver measurable impact.

The ideal candidate has strong data and operational skills — including proficiency with SQL, BI tools, and workflow setup in HubSpot — to drive decisions and automate engagement. You’ll partner closely with Product, Sales, and Loss Prevention teams to ensure every customer gets the right support, at the right time, through the right channel.

If you excel in this role, you’ll be well-positioned for growth into strategic and leadership opportunities as Panoptyc continues to scale.

Responsibilities

• Own the customer lifecycle at scale — driving adoption, satisfaction, and value realization across a broad customer base.
• Use data and analytics to identify risks, uncover opportunities, and deliver proactive engagement strategies.
• Build and manage scalable programs (e.g., webinars, office hours, optimization calls, automated content).
• Create dashboards and reports to track key metrics such as adoption, retention, NPS, and expansion.
• Act as the voice of the customer, sharing insights with Product, Sales, and Leadership to influence roadmap and strategy.
• Develop and maintain workflows in HubSpot and related tools to streamline communications and success programs.
• Collaborate cross-functionally to produce impactful customer education and engagement materials.
• Drive initiatives that reduce churn, improve engagement, and support account expansion.
  
  

• 2+ years in customer-facing roles (Customer Success, Account Management, or Project Management), ideally in SaaS.
• Strong analytical and operational mindset — capable of turning data into actionable insights.
• Proficiency with SQL, BI dashboards, and HubSpot workflow setup (required).
• Experience with CRM, reporting, and communication tools (e.g., HubSpot, Customer.io, Looker, Tableau).
• Proven ability to manage multiple projects while maintaining attention to detail.
• Excellent written and verbal communication skills, including comfort presenting to client groups.
• Strong collaboration skills and ability to thrive in a remote, asynchronous environment.
• (Bonus) Experience in Loss Prevention or working with retail clients.
  
  

• Your resume.
• A brief cover letter that highlights your data and operational experience (e.g., SQL, BI tools, workflow setup in HubSpot).
• To confirm you’ve read the instructions carefully, please include the word “banana” somewhere in your cover letter. 🍌
  
  

• Full-time status (40 hours per week)
• Able to work during U.S. Eastern Time zone
• Location: Remote
• Salary: $10 - $12 USD / hour