Customer Success Manager, Founders Office

About Panoptyc

At Panoptyc, we're on a mission to revolutionize loss prevention. Using visual AI and human-in-the-loop reviewers, we help retailers detect theft across more than 25,000 stores in the United States—saving customers millions of dollars annually. From Fortune 500 retailers to fast-growing regional brands, Panoptyc’s differentiation is execution at scale. As a fully remote, globally distributed team, we are building systems that operate reliably across thousands of locations

About the Role

We’re seeking an Customer Success Manager, Founders Office to own everything that happens after the contract is signed. This is not a relationship-management role—it is an execution role designed to eliminate post-sale friction, protect ARR, and allow the sales team to stay focused on closing new logos and expansion.

In this role, you will oversee onboarding, rollout, account health, and renewals across single-store pilots and multi-thousand-store deployments. You’ll build and run repeatable customer operations, coordinate across internal and external stakeholders, and act as the internal source of truth on customer reality while working closely with Sales, Product, R&D, IT, and HITL teams.

Responsibilities

Post-Sale Account Ownership

• 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

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

Bonus Points

• 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

Why Join Panoptyc?

• Play a critical role in protecting ARR and scaling customer outcomes

• Direct impact on renewals, expansion, and long-term customer value

• Work with a globally distributed, execution-driven team

• Full remote work flexibility with exposure to complex, real-world retail operations

• Opportunity to help define how Customer Success operates at scale