Customer Success Analytics Manager (Data & Operations)
Role Overview
This is a mid-level Customer Success Program Manager role focused on scaling customer engagement through data-driven strategies and automation. Day-to-day, the hire will manage the customer lifecycle, build scalable programs like webinars and automated content, and use tools like SQL and HubSpot to create dashboards and workflows. They will collaborate cross-functionally to reduce churn, improve adoption, and influence product strategy, impacting thousands of customers in the retail security sector.
Perks & Benefits
This is a fully remote position with a rapidly growing team, offering flexibility to work from anywhere worldwide. It requires working during U.S. Eastern Time zone hours and includes opportunities for career growth into strategic and leadership roles as the company scales. The role emphasizes a data-driven, collaborative culture in an asynchronous remote environment, typical of tech startups, with a focus on operational excellence and impactful customer experiences.
Full Job Description
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 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.
Responsibilities
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
Qualifications
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
What Success Looks Like
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
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
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