Customer Success Manager - Enterprise

About this role

# ocation: 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 Acc...