Customer Success Analytics Manager (Data & Operations)

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.

We’re hiring a Customer Success Analytics Manager (Data & Operations) to drive customer outcomes through data, automation, and scalable systems. This role sits at the intersection of Customer Success, Analytics, and Operations.

This is not a traditional relationship-based CSM role. You will use SQL, BI tools, and CRM automation to analyze customer behavior, identify risk and opportunity, and design scalable programs that support thousands of customers efficiently.

You’ll work closely with Product, Sales, Loss Prevention, and Operations to ensure customers are adopting Panoptyc effectively, seeing measurable ROI, and receiving proactive, data-backed engagement at the right moments in their lifecycle.

Strong performance in this role creates a clear path toward senior analytics, CS operations, or strategic leadership roles as Panoptyc continues to scale.

Data-Driven Customer Success

• Own customer health, adoption, and retention metrics across a large portfolio of accounts

• Use SQL and BI tools to analyze usage patterns, alert behavior, and engagement trends

• Identify churn risk, adoption gaps, and expansion signals through data analysis

Analytics & Reporting

• Build and maintain dashboards tracking key KPIs (adoption, retention, NPS, alert usage, expansion readiness)

• Produce regular insights and reports for Customer Success, Product, and Leadership

• Translate complex datasets into clear, actionable recommendations

Scalable Programs & Automation

• Design and manage scalable customer success programs (e.g., webinars, office hours, automated campaigns, optimization initiatives)

• Build and maintain workflows, triggers, and automations in HubSpot and related tools

• Ensure the right customers receive the right outreach at the right time—without manual effort

Cross-Functional Collaboration

• Act as the data-backed voice of the customer for Product, Sales, and Operations teams

• Share insights that influence product roadmap, feature prioritization, and customer strategy

• Partner with internal teams to improve onboarding, education, and long-term engagement

Operational Excellence

• Continuously improve customer success processes using data and automation

• Support initiatives that reduce churn, increase engagement, and enable expansion

• Maintain accurate CRM data and ensure reporting integrity across systems
  

Required

• 2+ years in Customer Success, Customer Operations, Analytics, or a customer-facing SaaS role

• Strong analytical mindset with demonstrated experience turning data into action

• Hands-on proficiency with SQL (writing queries to analyze customer data)

• Experience with BI tools (Looker, Tableau, Power BI, or similar)

• Experience building workflows and automation in HubSpot

• Comfort working with CRM data, dashboards, and lifecycle reporting

Nice to Have

• Experience supporting SaaS products at scale

• Background in loss prevention, retail, or multi-location customers

• Experience with tools such as Customer.io, Amplitude, or similar analytics platforms
  

• Clear visibility into customer health, risk, and opportunity through dashboards and reports

• Proactive, data-driven engagement that reduces churn and improves adoption

• Scalable programs that support thousands of customers efficiently

• Strong cross-functional alignment driven by reliable customer insights

• Full-time (40 hours per week)

• Remote

• Must be able to work U.S. Eastern Time hours

• Compensation: $10–$12 USD per hour