Customer Success Manager - Enterprise

Location

Remote - United States

Team

Customer Success

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 are hiring an Enterprise Customer Success Manager to own a portfolio of 5–10 strategic accounts. This is not a reactive, ticket‑based support role. It is a proactive, metrics‑driven CSM position focused on:

• Net Revenue Retention
• Customer health and long‑term value realization
• Executive relationship management
• Expansion through measurable ROI delivery

You will act as a strategic advisor to enterprise customers — ensuring adoption, proving impact, and identifying growth opportunities based on data and business outcomes. We’re looking for someone analytical, commercially aware, highly structured, and comfortable engaging senior stakeholders. You must be commercially sharp, metrics‑driven, and able to communicate with executives succinctly and directly. This role requires someone hungry, analytical, and proactive about growth.

What You’ll Own

Revenue & Expansion

• Own renewal and expansion targets across a defined enterprise portfolio
• Identify expansion signals through usage, ROI, and business change events
• Build and execute account expansion plans with clear timing, value rationale, and stakeholder mapping
• Partner with Sales on upsell/cross‑sell execution

Executive Relationship Management

• Lead strategic conversations with VP and C‑level stakeholders
• Deliver concise Quarterly Business Reviews focused on outcomes, ROI, and next‑step growth
• Communicate directly and succinctly — no fluff

KPI‑Driven Account Management

• Define and track precise account health metrics (e.g., adoption rates, utilization %, time‑to‑value benchmarks, retention %, expansion pipeline, feature penetration)
• Translate product usage into business impact
• Identify risk early and execute mitigation plans

Strategic Advisory

• Tie product capabilities directly to measurable customer objectives
• Push beyond surface‑level answers — understand why metrics matter
• Challenge customers when appropriate and guide them toward higher‑impact usage

Cross‑Functional Leadership

• Partner with Product, Engineering, and Operations to remove blockers
• Clearly articulate enhancement requests as outcome‑driven problem statements
• Close the loop with customers and quantify impact

What “Great” Looks Like in This Role

We hire great. In this role, that means:

• You answer questions directly and succinctly
• You speak in metrics, not buzzwords
• You can clearly define the KPIs that matter and why
• Your written communication is executive‑ready
• Your resume and documentation are precise and action‑packed
• You demonstrate urgency, ownership, and obsession with results

Requirements

• 3+ years in Account Management, Customer Success, or Revenue Ownership roles
• Direct ownership of renewal and/or expansion targets
• Experience managing mid‑market or enterprise SaaS accounts

Revenue Performance

• Demonstrated history of achieving or exceeding:
  • Net Revenue Retention targets
  • Expansion or upsell quotas
  • Renewal rate goals

Analytical Strength

• Deep understanding of customer health frameworks and KPIs
• Comfortable discussing adoption %, feature utilization, retention trends, time‑to‑value, and revenue impact
• Ability to convert data into expansion strategy

Communication Excellence

• Exceptional written and verbal communication
• Executive‑ready documentation and presentation skills
• Ability to deliver structured, concise updates

Core Competencies

• High ownership
• Strong urgency
• Systematic in approach
• Committed to excellence

Nice to Have

• Experience in retail tech, loss prevention, or multi‑location SaaS
• Familiarity with CRM and BI tools
• Experience building expansion playbooks
• Comfortable traveling up to 25%

Compensation and Benefits

Earnings

• Base salary up to $90,000 USD
• On‑target earnings total compensation ~ $150,000 USD

Benefits

• Health insurance, dental insurance, vision insurance
• 401(k) with employer contribution
• Paid time off and paid holidays
• Parental leave if applicable
• Professional development support

Work Environment

• Remote‑first within the United States
• This role includes on‑site client visits as needed