Customer Success Program Manager (Scale)

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 15000 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 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.

Qualifications

• 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.

Application Instructions

To apply please submit an application letter to [email protected] with the following:

• 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. 🍌

Only candidates who follow the application instructions and demonstrate strong data/operational skills will be considered.

Job Details:

• Full-time status (40 hours per week)

• Able to work during U.S. Eastern Time zone

• Location: Remote

• Salary: $10 - $12 USD / hour