Process Support Engineer
•Abbvie· 1h
🎧 Support⏰ Full-time📈 Mid Level🇺🇸 North Chicago, USA
1h ago
Panoptyc·18 days ago
At Panoptyc, we're on a mission to revolutionize loss prevention. Using visual AI and human-in-the-loop reviewers, we help retailers detect theft across more than 25,000 stores in the United States—saving customers millions of dollars annually. From Fortune 500 retailers to fast-growing regional brands, Panoptyc’s differentiation is execution at scale. As a fully remote, globally distributed team, we are building systems that operate reliably across thousands of locations
We’re seeking an Customer Success Manager, Founders Office to own everything that happens after the contract is signed. This is not a relationship-management role—it is an execution role designed to eliminate post-sale friction, protect ARR, and allow the sales team to stay focused on closing new logos and expansion.
In this role, you will oversee onboarding, rollout, account health, and renewals across single-store pilots and multi-thousand-store deployments. You’ll build and run repeatable customer operations, coordinate across internal and external stakeholders, and act as the internal source of truth on customer reality while working closely with Sales, Product, R&D, IT, and HITL teams.
Post-Sale Account Ownership
Take full ownership of customer accounts immediately after contract close
Serve as the single point of contact for all post-sale activity
Run kickoff calls with Loss Prevention, Operations, IT, and integrator stakeholders
Own timelines, deliverables, and customer accountability from day one
Deployment & Rollout Execution
Manage onboarding for pilots, phased rollouts, and large-scale multi-store deployments
Coordinate camera vendors, integrators, internal operations, and HITL teams
Ensure cameras, feeds, alerting, and validation are live and production-ready
Identify and resolve blockers proactively without pulling in Sales
Operational Customer Success
Train LP and Ops teams on alert workflows, case review, and escalation paths
Ensure customers are operationalizing Panoptyc insights—not just receiving alerts
Monitor usage, alert volume, accuracy, and response behavior
Drive adoption and measurable shrink-reduction outcomes
Account Health, Retention & Expansion Readiness
Maintain a clear, objective health score for every account
Identify churn risk early and intervene decisively
Own renewal timelines, pricing coordination, and renewal execution
Surface expansion opportunities to Sales at the right time with supporting data
Customer Operations & Process
Own SOPs for onboarding, rollout, renewals, and escalations
Maintain clean and accurate CRM data (health, rollout stage, account status)
Build internal playbooks for common customer and deployment issues
Create repeatable processes that scale across thousands of locations
Internal Alignment & Feedback Loop
Shield Sales from support, deployment, and operational questions
Translate customer feedback into clear, actionable product requirements
Partner with Product, R&D, IT, and HITL leadership to improve outcomes
Act as the internal source of truth on customer execution and reality
4–8 years of experience in Customer Success, Implementation, or Operations within B2B SaaS
Experience managing enterprise or multi-location customers
Strong operational mindset with high attention to detail and process rigor
Proven ability to coordinate multiple stakeholders across companies
Calm under pressure with strong expectation-setting skills
Ability to operate autonomously without constant direction
Strong communication skills and comfort working in a fully remote environment
Availability to work during U.S. business hours
CRM & Account Management: Salesforce (or equivalent)
Collaboration & Documentation: Slack, Google Workspace, Notion, Ninety, Microsoft 365
Deployment & Operations: Camera vendors, integrator platforms, internal tooling
Analytics & Reporting: Usage dashboards, alert performance metrics
Experience in loss prevention, retail technology, or physical security platforms
Experience supporting AI-driven or hardware-enabled SaaS products
Background in implementation, operations, or technical onboarding
Experience supporting large-scale, multi-site rollouts
Play a critical role in protecting ARR and scaling customer outcomes
Direct impact on renewals, expansion, and long-term customer value
Work with a globally distributed, execution-driven team
Full remote work flexibility with exposure to complex, real-world retail operations
Opportunity to help define how Customer Success operates at scale