Customer Success Manager

About Pantheon

Pantheon WebOps Platform powers the open web, running more than 300,000 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. Pantheon’s multitenant, container-based 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 real-time publishing using Pantheon’s collaborative workflows.

The Role

As a Customer Success Manager, you will own a portfolio of high-value customers and be accountable for delivering measurable business outcomes throughout the customer lifecycle. You will drive retention, expansion, and cross-sell within your portfolio, develop and execute strategic account plans, and serve as the primary advocate for your customers and the partners serving them.

You will act as a trusted advisor—aligning customer business and digital objectives with the value of Pantheon’s platform. Leveraging strong relationship management, data insights, and operational rigor, you will guide customers through change, optimize adoption, and ensure long-term commercial success for both the customer and Pantheon.

This role is highly cross-functional: you will work closely with Sales, Marketing, Product, Support, and Services teams to ensure customers receive a consistent, high-quality, and outcome-driven experience.

What You'll Do

Core Responsibilities

• Own end-to-end customer lifecycle management—from onboarding through renewal and expansion.
• Manage a portfolio of enterprise accounts with tailored engagement strategies based on customer needs, scale, and growth potential.
• Conduct strategic success planning, stakeholder mapping, and executive business reviews to drive alignment and achievement of customer objectives.
• Monitor customer health signals, usage data, and sentiment to identify risks, opportunities, and next-best actions proactively.
• Execute lifecycle programs and playbooks that increase adoption, value realization, satisfaction, and retention.
• Maintain accurate documentation of activities, insights, and outcomes within CRM and customer success platforms.

Growth & Expansion Responsibilities

• Own commercial outcomes within your portfolio, ensuring expansion opportunities are identified, prioritized, and executed.
• Use data, product signals, and customer insights to uncover upsell or cross-sell paths that align with customer goals.
• Support both on-cycle and off-cycle renewals with a focus on seamless experience and value reinforcement.

Cross-Functional Collaboration

• Partner with Product and Support teams to address technical needs and to escalate customer insights that inform the roadmap and drive improvements.
• Collaborate with Marketing on campaigns, case studies, and customer advocacy initiatives.
• Work with Operations on customer enablement, education, and digital engagement programs.
• Ensure a frictionless, integrated customer experience by aligning with internal teams to resolve challenges and remove blockers.

Success Metrics

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT)

What You Bring to the Table

• 5-10 years in Customer Success or a similar commercial, customer-facing enterprise role.
• Demonstrated track record of driving retention, expansion, and cross-sell across complex customer environments.
• Strong communication, executive presence, and negotiation skills.
• Proven ability to build and maintain relationships with senior stakeholders and executives.
• Experience managing the customer lifecycle using CRM and CS platforms (e.g., Salesforce).
• Comfort with data-driven decision-making and account prioritization.
• Highly collaborative mindset with the ability to influence cross-functional teams.

Preferred Experience

• Experience in SaaS, hosting, WebOps, or related technical environments.
• Familiarity with WordPress, Drupal, or similar technologies.
• Understanding of digital engagement automation, customer health scoring, and lifecycle modeling.

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.

• Industry-competitive 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)
• In-office workspace available in San Francisco (US) and Vancouver (Canada)
• Top-of-the-line equipment and tools
• Monthly allowance for wellness, reading, and access to LinkedIn Learning for continued development
• Team-based and company-wide events and activities that inspire, educate, and cultivate

Pantheon is an equal-opportunity 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 [email protected]. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

Compensation:

The on-target earnings (OTE) range for this role is as follows:

• United States: $87,000–$108,000 USD OTE
• Canada: $79,000–$98,000 CAD OTE

Our compensation ranges are determined by role, level, and location.

United States: After an offer is made and accepted, E-Verify 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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