Customer Success Manager - Key Accounts

About The Company

Panoptyc uses AI and manual review to detect theft at over 15,000 markets in the US. We serve Fortune 500 companies and SMBs alike. Our fully remote team has grown rapidly and we're looking to expand our team with top talent from around the world.

What We're Looking For

Join our dynamic team at Panoptyc and be at the forefront of revolutionizing our customer success journey! As the Customer Success expert, you'll spearhead our efforts to elevate customer satisfaction and drive growth. You'll be responsible for customer success, managing key accounts, retention, and upsells. We're seeking a smart, self-driven candidate with a strong customer success and account management background, ready to use their skills to significantly impact our customers' experience and success using our products.

We are open to remote candidates in Europe, the Middle East, Africa (EMEA), and South America.

The Opportunity

You’ll jump-start your career with us by taking ownership of these key responsibilities:

• New customer success role to be the point person for a Key Account plus other customers

• Dedicate approximately 50% of your time initially to nurturing the Key Account relationship, with a gradual ramp-up period spanning over 6+ months

• Develop relationships within the Key Account organization

• Act as the go-to person for our customers, ensuring their needs are met promptly and efficiently

• Conduct quarterly business reviews to address concerns, assess additional training needs, and gather feedback on software improvements

• Identify expansion opportunities, and improve customer satisfaction

• Collaborate closely with Customer Support and Implementation Teams to resolve customer concerns

• Exhibit unwavering diligence in follow-up procedures, ensuring that every customer query and request receives due attention and resolution

• Effectively communicate enhancement requests to the product and development teams

Who Is Our Ideal Candidate?

• Essential: 3-6 years of Customer Success experience

• Essential: 2+ years of Enterprise Customer Success experience

• Essential: Exceptionally intelligent, proactive, self-reliant, dependable, and adept at problem-solving

• Preferred: 1-3 years of Account Management experience

• Desirable but not mandatory: Key Accounts management experience

• Amenable to work following US Eastern Time or US Pacific Time business hours

Compensation

• Annual Compensation: $40,000 - $50,000 (USD)

• Other benefits when applicable