Customer Success Manager

About Pantheon

Pantheon WebOps Platform powers the open web running more than 300000 sites in the cloud for customers including Google Princeton Salesloft and Doctors Without Borders. Every day thousands of developers and marketers create iterate and scale WordPress and Drupal sites to reach billions of people globally. Pantheons multitenant containerbased platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and realtime publishing using Pantheons collaborative workflows.

The Role

As a Customer Success Manager at Pantheon you will be responsible for a large SMB book of business managing 250300 customers with a primary focus on retention value realization and strategic expansion. You will partner closely with teams including Sales Services Support Technical Consulting and Product & Engineering to ensure the delivery of efficient effective and value added customer experiences with our solutions ensuring our clients achieve their digital objectives.

Pantheons core company values are Trust Teamwork Passion and Customers First. We value proactive contributions strategic insights and collaborative efforts to achieve mutual success and deliver superior solutions to our large customer base. If you are driven by creating customer value and driving revenue growth across a significant portfolio this role is for you!

Remote (United States) or Hybrid (Vancouver Canada) This role is open to remote candidates based in the U.S. or hybrid employees in Vancouver BC. Hybrid employees are expected to be inoffice several days per week.

What You Need to Succeed:

• Customer Relationship Management: Act as the primary point of contact for a large number of assigned customers building strong relationships based on trust and a deep understanding of their unique business needs. Proactively engage with many customers to identify challenges offer solutions and provide guidance on improving the value of our platform efficiently.
• Value Expansion: Act as a trusted advisor building strategic relationships based on understanding and proactively identifying the drivers of business value for customers. Demonstrate how Pantheon drives business goals across a broad spectrum of clients.
• OutcomeDriven Customer Success Planning: Monitor customer progress towards their objectives across a large portfolio providing strategic recommendations to maximize their investment and identify expansion opportunities efficiently.
• Customer Health Monitoring & Risk Mitigation for Retention: Track key customer health metrics across a high volume of accounts proactively identifying and mitigating risks to ensure high retention rates and identify expansion opportunities at scale.
• Revenue Growth through Retention and Expansion: Collaborate with Sales and Partner teams to drive successful product adoption and optimization across a large customer base identify upsell opportunities and achieve revenue growth targets.
• Customer Advocacy & Strategic Product Feedback: Gather customer feedback and insights from a wide range of customers focusing on identifying opportunities for product enhancements that drive customer value and product innovation.

Critical Success Factors

• Conduct regular strategic planning meetings with assigned customers to review site performance highlight opportunities to maximize their investment and identify upsell opportunities.
• Build a loyal customer base across a high volume of accounts exceeding retention targets driving revenue growth through expansion & renewal and achieving value for the customer.
• Proactively identify qualify and drive expansion opportunities across a large number of clients aligning Pantheons capabilities with customer needs and business goals

What You Bring to the Table

• 25 years of experience in a customerfacing role focused on driving revenue growth and retention within a highvolume environment such as CSM or Account Manager.
• Proven track record of creating successful customer outcomes demonstrating ROI and achieving high retention rates across a large portfolio.
• Excellent communication negotiation organization and presentation skills to influence adoption demonstrate business value and drive expansion at scale.
• Technical proficiency and the ability to articulate how technical solutions align with business objectives and growth plans for a high volume of customers.
• Strong problemsolving and analytical skills to identify customer challenges and propose solutions that drive business value and expansion efficiently across a large customer base.
• Proven ability to collaborate with crossfunctional teams to achieve customer success and revenue growth in a highvolume setting.
• Experience with WebOps web hosting or content management systems (CMS) with a focus on how they drive business outcomes for a wide range of clients.
• WordPress or Drupal experience preferred with an emphasis on how they support business objectives across a large portfolio.

What We Offer

We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.

• Industrycompetitive compensation and equity plan
• Time off to recharge
  • US: Flexible time off sick days and 13 paid holidays
  • Canada: Paid time off (PTO) paid sick leave (PSL) and 11 paid holidays
• Comprehensive medical coverage: health dental vision
• Paid parental leave (plus fertility adoption and other family planning benefits)
• Inoffice workspace available in San Francisco (US) and Vancouver (Canada)
• Topoftheline equipment and tools
• Monthly allowance for wellness reading and access to LinkedIn Learning for continued development
• Teambased and companywide events and activities that inspire educate and cultivate

Pantheon is an equalopportunity employer and we welcome applications from all backgrounds regardless of race color religion sex national origin ancestry age marital status sexual orientation gender identity veteran status disability or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need reasonable accommodation due to a disability for any part of the interview process please contact Pursuant to local and federal regulations Pantheon will consider qualified applicants with arrest and conviction records for employment.

Compensation:

The ontarget earnings (OTE) range for this role is as follows:

• United States: $109000$120000 USD OTE
• Vancouver BC (Canada): $106000$122000 CAD OTE

Our compensation ranges are determined by role level and location.

United States: After an offer is made and accepted EVerify will be used to confirm your identity and employment eligibility as required by the U.S. Department of Homeland Security.

Visa sponsorship is not available at this time.

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