Customer Success Manager - Growth

About the role

Panoptyc is looking for a senior Customer Success Manager focused on growth. In this fully remote position you will own the post‑sale lifecycle, from kickoff to renewal, ensuring customers reduce loss and expand their use of the platform.

Key responsibilities

• Take immediate ownership of new accounts after contract signing and lead structured onboarding across loss‑prevention, operations, IT and integrator teams.
• Conduct deep investigative check‑in calls to uncover hidden pain points, capture detailed notes and drive rapid issue resolution.
• Act as the internal source of truth, translating customer feedback into actionable tickets for product, sales, IT and HITL operations.
• Drive adoption, monitor health scores, identify upsell and expansion opportunities, and manage renewal execution.
• Maintain precise account records, health scores and interaction logs, and standardize SOPs for onboarding, escalation and retention.

Required profile

• Senior‑level professional with a proactive, self‑directed approach.
• Strong analytical mindset and ability to dig deep into customer data and feedback.
• Excellent communication skills and ability to influence cross‑functional teams.
• Track record of managing end‑to‑end customer lifecycles and protecting ARR.

Required skills