About The Customer Delight Manager Role

As a Customer Delight Manager, you will lead customer success across onboarding to global account management. You will also scale our global customer success playbook while building systems and processes to measure and improve delight while removing friction across the customer journey. Customer success is our success. As our first customer success hire, this is a critical leadership role with high impact.

In this role, you'll get to

• Support all customer-related goals to ensure they are successful 
• Proactively identify customer needs and develop/implement repeatable action plans that can be used across the entire customer base
• Team with our strategic legal and operational partners to streamline customer and operational service
• Scale our processes, services, and systems playbook
• Partner cross-functionally with sales, contract management, onboarding, technical support, and product to deliver a first-class customer experience and help drive long-term customer retention
• Report back to company leadership on key KPIs and benchmarks. Aid in the ongoing development and management of new KPIs

About You

• 3-5+ years experience building and running customer success, consulting, professional services, account management or a similar function at scale
• You know how to make simple moments impactful
• You're a natural teacher and communicator
• Experience navigating and resolving customer escalations that you'd tell your grandkids about 
• You have experience working remotely with clients and team members from multiple countries and across multiple time zones
• Proven success in developing strategic relationships in large organizations leading to high retention rates, high NPS scores, and expansion opportunities

Why You Might Be Excited About Us

- 100% remote-first, global team: we’re committed to talent, not location, and we believe in trust and autonomy

- 2x annual team retreats (when we start traveling again)

- It’s life-work balance, here: not the other way around

- Everyone’s an owner: stock options for a team that helps Panther grow

- Make a difference: help us build a future where talented people from around the world have access to flexible jobs that help them earn a great living

Why You Might Not Be Excited About Us

- Intensity: We are a young company with < 50 people, so if you like more established companies with a plethora of resources, this role isn’t for you

- Change: Change is good; in fact, if we are not changing, we are not growing fast enough

- Ambiguity: You should be comfortable with a sprinkle of chaos. This is not the kind of job where you show up and are told exactly what to do every day

Benefits and Perks

- competitive salary

- stock options

- unlimited PTO with recommended minimums

- employee benefits

- private health insurance