---
title: 'Customer Success Manager - Growth at Panoptyc'
canonical: 'https://feeny.ai/job/customer-success-manager-growth-panoptyc-brazil-qdw9hnpct6pq'
type: 'job'
last_seen: '2026-09-15'
---

# Customer Success Manager - Growth at Panoptyc

- **Company:** Panoptyc
- **Location:** Brazil
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-10
- **Last confirmed live:** 2026-09-15
- **Apply:** https://jobs.ashbyhq.com/panoptyc/42ea9dae-516c-46b8-a226-9e55f60b7a89

## Job description

## About The Company

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.

## About the Role

We are seeking a senior, highly proactive Customer Success Manager (Growth) who does far more than just "check the box" on customer calls. This is a high-ownership, individual contributor role designed for a problem solver who digs deep into customer pain points, takes rigorous notes, communicates feedback relentlessly across internal teams, and actively drives customer growth and retention. In this role, you will own the end-to-end post-sale lifecycle—from executing prompt kickoff calls to unearthing hidden customer friction, resolving operational issues, and driving upsell/expansion opportunities. Because we do not have a large, layered CS department to guide you, you must be a self-directed operator who figure things out independently, holds customers accountable, and aggressively protects ARR.

## Key Responsibilities

- Proactive Account & Onboarding Ownership
- Take immediate ownership of accounts upon contract signature, ensuring zero missed or delayed kickoff calls.
- Lead structured onboarding and rollout calls across Loss Prevention, Operations, IT, and integrator teams.
- Establish clear timelines, deliverables, and mutual accountability from day one.
- Root-Cause Discovery & Urgency in Issue Resolution
- Conduct deep, investigative check-in calls—moving past shallow responses to extract true customer feedback and hidden pain points.
- Capture precise meeting notes and action items, ensuring customer complaints are documented, escalated, and resolved immediately.
- Display extreme urgency in solving operational issues before they turn into churn risks.
- Internal Communication & Feedback Loop
- Act as the internal source of truth for account reality, bridging customer needs with Product, Sales, IT, and HITL operations teams.
- Translate raw customer issues into structured, actionable internal tickets and feature updates.
- Account Health, Upsell & Retention Growth
- Drive account adoption and ensure customers operationalize insights to achieve measurable shrink reduction.
- Proactively uncover expansion, feature adoption, and upsell opportunities during routine check-ins.
- Own renewal execution, churn risk mitigation, and account health tracking with zero tolerance for administrative blind spots.
- Process Rigor & Documentation
- Maintain precise, up-to-date account records, health scores, and interaction logs in company tools.
- Standardize playbook SOPs for onboarding, issue escalation, and retention strategy.

Candidate Requirements

- Experience: At least 5+ years of B2B SaaS Customer Success, Account Management, or Operational Onboarding experience.
- High Autonomy & Problem-Solving: Ability to operate independently without pre-existing corporate safety nets or step-by-step handholding.
- Proactive Urgency & Attention to Detail: Proven record of capturing granular customer feedback, driving issues to resolution, and identifying subtle upsell indicators.
- Strong Communication & Directness: Excellent verbal/written English skills with the confidence to lead executive-level calls and set firm boundaries.
- Technical Comfort: Familiarity with CRM systems, workflow automation, and managing multi-site deployment setups.

## Compensation & Perks

- Salary: $3,000 – $5,000 USD / month ($36,000 – $60,000 USD / year) based on experience.
- Work Setup: 100% remote work flexibility.
- Impact: High-visibility role directly influencing customer retention, account expansion, and company growth.

## About Panoptyc

## Company Overview
- **One-liner**: Panoptyc provides an AI-powered surveillance platform that helps grocers, retailers, and micro market operators detect and prevent theft in real time.
- **Entity Type**: Private (Series stage not publicly disclosed)
- **Headquarters**: Birmingham, Michigan, USA
- **Founded**: 2019
- **Founders**: Mac Bolak

## Core Business
- Primary industry/industries: Retail loss prevention, AI security, Computer Vision
- Target customers: B2B — grocers, convenience stores, micro market operators, dining facilities, and major retailers
- Mission or purpose statement: "Protect what matters" — using AI to eliminate retail shrink

## Products & Services
- **Panoptyc AI Platform**: A computer vision and machine learning system that detects suspicious behavior at self-checkout, cashier lanes, and back-of-house areas. It provides real-time alerts and video evidence, catching over 400,000 thefts per year. The platform anonymizes individuals for privacy while focusing on behavioral anomalies.
- **Free Shrink Audit**: A consultative service where Panoptyc’s loss prevention experts analyze a retailer’s current shrinkage data to identify the source of losses and recommend tailored solutions.
- **Custom ROI Calculator**: A tool provided during the sales process to help potential customers estimate savings based on their specific store profile.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Protects over 20,000 retail locations across the United States; catches over 400,000 retail thefts per year.
- **Notable Investors/Partners**: Not publicly disclosed; founder Mac Bolak was initially approached by an investor who saw parallels between his sports AI technology and retail theft detection.
- **Growth Signals**: The company reports an average 30% shrink reduction within 6 months for its customers. It has expanded from back-of-house (employee break rooms, cafeterias) to front-of-house (self-checkout, shoplifting prevention). Its stated goal is to scale to protect 1 million retail locations worldwide.

## Competitive Advantages
- **Proven AI Moat**: Panoptyc’s technology originated from action-detection algorithms originally built for analyzing basketball games — a unique foundation that translates directly to detecting theft events (e.g., under-ringing, walkouts, cancellations).
- **Privacy by Design**: The system uses advanced anonymization techniques to protect individual privacy while still catching theft, an important differentiator in employee-monitoring contexts.
- **Deep Integration**: Seamlessly works with existing point-of-sale systems and camera infrastructure, lowering the barrier to adoption.
- **Real-Time & Post-Incident Capabilities**: Evolved from after-the-fact review to real-time theft detection, allowing instant prevention rather than just documentation.

## Strategic Focus
- **Real-Time Theft Detection**: Moving from post-incident analysis to instant prevention across the entire retail environment.
- **Front-of-House Expansion**: Extending from back-of-house (employee areas) to self-checkout, shoplifting, and overall customer-facing theft prevention.
- **Scale to 1 Million Locations**: Ambitious global expansion plan, driven by strategic partnerships and continuous AI innovation.
- **Retail Security Shield**: Creating a comprehensive solution that covers the full retail environment — from employee break rooms to customer-facing areas.

## Why Work Here
- **Mission-Driven Impact**: Employees work on technology that directly reduces retail theft and helps businesses recover millions in losses.
- **Culture of Ownership**: The team values urgency, accountability, and practical, scalable solutions — described as "moving quickly and taking ownership."
- **Remote-Friendly**: While the HQ is in Birmingham, Michigan, the company supports remote work across the United States, with some roles listed as fully remote (e.g., Lead Embedded Systems Engineer, Business Development Representative).
- **Growth Trajectory**: With 20,000+ locations protected and a target of 1 million, the company is in a high-growth phase, offering career acceleration opportunities.
- **Real-World AI Application**: Engineers and product people get to work on cutting-edge computer vision and machine learning challenges with a clear, measurable impact on the physical world.

## Sources
1. [panoptyc.com](https://panoptyc.com/about-us/)
2. [panoptyc.com](https://panoptyc.com/)
3. [panoptyc.com](https://panoptyc.com/careers/)
4. [builtin.com](https://builtin.com/company/panoptyc)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/panoptyc)

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