Program Manager, Customer Success
PanoptycArgentina3 days ago
Full-timeRemote FriendlyProject Management, Information Technology
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About Panoptyc
At Panoptyc, we’re transforming loss prevention through visual AI and human-in-the-loop review—helping retailers detect theft across more than 15,000 markets in the United States. From Fortune 500 enterprises to regional retailers, our customers rely on data-driven insights to reduce shrink and protect revenue. As a fully remote and rapidly scaling team, Panoptyc is building the operational systems that power retail security at scale.
About The Role
We’re hiring a Program Manager, Customer Success to run scaled customer programs that drive adoption, engagement, and retention. This is not a traditional relationship-based Customer Success Manager role—you will own the end-to-end execution of programs such as webinars, office hours, and 1:many educational campaigns while leveraging data to ensure these programs are impactful.
This role requires someone technical and data-savvy: you’ll analyze customer behavior, segment audiences, and measure program effectiveness using SQL and BI tools. You’ll also design scalable initiatives that allow thousands of customers to receive the right engagement at the right time, without relying on other teams.
You’ll work closely with Product, Sales, Loss Prevention, and Operations to optimize customer outcomes, ensure measurable ROI, and continuously improve program execution. Success in this role positions you for future growth into senior operations, program, or strategic leadership positions as Panoptyc scales.
Responsibilities
Program Management & Scaled Initiatives
Required
At Panoptyc, we’re transforming loss prevention through visual AI and human-in-the-loop review—helping retailers detect theft across more than 15,000 markets in the United States. From Fortune 500 enterprises to regional retailers, our customers rely on data-driven insights to reduce shrink and protect revenue. As a fully remote and rapidly scaling team, Panoptyc is building the operational systems that power retail security at scale.
About The Role
We’re hiring a Program Manager, Customer Success to run scaled customer programs that drive adoption, engagement, and retention. This is not a traditional relationship-based Customer Success Manager role—you will own the end-to-end execution of programs such as webinars, office hours, and 1:many educational campaigns while leveraging data to ensure these programs are impactful.
This role requires someone technical and data-savvy: you’ll analyze customer behavior, segment audiences, and measure program effectiveness using SQL and BI tools. You’ll also design scalable initiatives that allow thousands of customers to receive the right engagement at the right time, without relying on other teams.
You’ll work closely with Product, Sales, Loss Prevention, and Operations to optimize customer outcomes, ensure measurable ROI, and continuously improve program execution. Success in this role positions you for future growth into senior operations, program, or strategic leadership positions as Panoptyc scales.
Responsibilities
Program Management & Scaled Initiatives
- Own the end-to-end execution of scaled customer programs, including webinars, office hours, educational email campaigns, and other engagement initiatives
- Segment and target customers effectively using data to ensure programs meet their needs
- Continuously optimize programs based on performance metrics and feedback
- Use SQL and BI tools to analyze customer usage, engagement trends, and program effectiveness
- Determine program success or identify areas for modification based on data-driven insights
- Build dashboards, reports, and visualizations to communicate program outcomes and customer behavior
- Build workflows, triggers, and automations in HubSpot (or equivalent tools) to ensure programs run efficiently
- Minimize manual effort while delivering personalized, timely engagement to customers
- Maintain accurate CRM data and reporting integrity across systems
- Act as the data-backed voice of the customer for Product, Sales, and Operations
- Share insights that influence program strategy, product roadmap, and customer engagement priorities
- Partner with internal teams to improve onboarding, education, and long-term adoption
Required
- 2+ years in Customer Success, Customer Operations, Program Management, or a customer-facing SaaS role
- Strong analytical mindset with experience turning data into actionable insights
- Hands-on proficiency with SQL and BI tools (Looker, Tableau, Power BI, or similar)
- Experience building workflows and automation in HubSpot or equivalent
- Comfort working with CRM data, dashboards, and lifecycle reporting
- Ability to execute programs independently in a fast-paced, high-growth environment
- Experience supporting SaaS products at scale
- Background in loss prevention, retail, or multi-location customers
- Familiarity with tools such as Customer.io, Amplitude, or other analytics platforms
- Scaled programs running efficiently with measurable impact on adoption, engagement, and retention
- Data-driven segmentation and program optimization based on SQL/BI insights
- High cross-functional alignment with Product, Sales, and Operations
- Proactive identification and mitigation of risks to adoption and customer success
- Full-time (40 hours per week)
- Remote
- Must be able to work U.S. Eastern Time hours
- Compensation: $10–$12 USD per hour
Key Skills
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