Customer Success Manager, Founders Office
RemoteMidAPACSoftwareRetailCustomer Success ManagerHead of Customer SuccessCustomer SuccessB2BCustomer TrainingReportingAccount Management
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Requirements
- 4–8 years of experience in Customer Success, Implementation, or Operations within B2B SaaS
- Experience managing enterprise or multi-location customers
- Strong operational mindset with high attention to detail and process rigor
- Proven ability to coordinate multiple stakeholders across companies
- Calm under pressure with strong expectation-setting skills
- Ability to operate autonomously without constant direction
- Strong communication skills and comfort working in a fully remote environment
- Availability to work during U.S. business hours
- Tools & Technology
- CRM & Account Management: Salesforce (or equivalent)
- Collaboration & Documentation: Slack, Google Workspace, Notion, Ninety, Microsoft 365
- Deployment & Operations: Camera vendors, integrator platforms, internal tooling
- Analytics & Reporting: Usage dashboards, alert performance metrics
- Experience in loss prevention, retail technology, or physical security platforms
- Experience supporting AI-driven or hardware-enabled SaaS products
- Background in implementation, operations, or technical onboarding
- Experience supporting large-scale, multi-site rollouts
Responsibilities
- Take full ownership of customer accounts immediately after contract close
- Serve as the single point of contact for all post-sale activity
- Run kickoff calls with Loss Prevention, Operations, IT, and integrator stakeholders
- Own timelines, deliverables, and customer accountability from day one
- Deployment & Rollout Execution
- Manage onboarding for pilots, phased rollouts, and large-scale multi-store deployments
- Coordinate camera vendors, integrators, internal operations, and HITL teams
- Ensure cameras, feeds, alerting, and validation are live and production-ready
- Identify and resolve blockers proactively without pulling in Sales
- Operational Customer Success
- Train LP and Ops teams on alert workflows, case review, and escalation paths
- Ensure customers are operationalizing Panoptyc insights—not just receiving alerts
- Monitor usage, alert volume, accuracy, and response behavior
- Drive adoption and measurable shrink-reduction outcomes
- Account Health, Retention & Expansion Readiness
- Maintain a clear, objective health score for every account
- Identify churn risk early and intervene decisively
- Own renewal timelines, pricing coordination, and renewal execution
- Surface expansion opportunities to Sales at the right time with supporting data
- Customer Operations & Process
- Own SOPs for onboarding, rollout, renewals, and escalations
- Maintain clean and accurate CRM data (health, rollout stage, account status)
- Build internal playbooks for common customer and deployment issues
- Create repeatable processes that scale across thousands of locations
- Internal Alignment & Feedback Loop
- Shield Sales from support, deployment, and operational questions
- Translate customer feedback into clear, actionable product requirements
- Partner with Product, R&D, IT, and HITL leadership to improve outcomes
- Act as the internal source of truth on customer execution and reality
Benefits
- Equity options mentioned as part of the role's benefits package.
- Paid Time Off (PTO) is included in the compensation details provided.
- Insurance coverage for employees is a benefit offered by Panoptyc.
- Remote work options are explicitly stated as part of being a fully remote team at Panoptyc.
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