Program Manager - Customer Success
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
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
Data Analysis & Technical Execution
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
Automation & Operational Efficiency
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
Cross-Functional Collaboration
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
Qualifications
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
Nice to Have
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
What Success Looks Like
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
Job Details
Full-time (40 hours per week)
Remote
Must be able to work U.S. Eastern Time hours
Compensation: $10–$12 USD per hour
About the job
Apply for this position
Program Manager - Customer Success
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
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
Data Analysis & Technical Execution
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
Automation & Operational Efficiency
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
Cross-Functional Collaboration
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
Qualifications
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
Nice to Have
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
What Success Looks Like
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
Job Details
Full-time (40 hours per week)
Remote
Must be able to work U.S. Eastern Time hours
Compensation: $10–$12 USD per hour