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 the Customer Revenue Operations Director, your mission is to engineer the volume, velocity, and value of post-sale revenue outcomes, ensuring our renewal, expansion, and risk mitigation motions are optimized, repeatable, and continuously improving.

This is a high-impact, high-complexity role sitting at the intersection of Customer Success, Renewals, Finance, Central Ops, CRM, and Business Analytics. You will act as a force multiplier for CS leadership, ensuring that renewals, expansion, and risk mitigation strategies are data-backed, efficient, and scalable.

You will own forecasting execution for retention, expansion, and our risk mitigation (Red-to-Green) pipelines, drive conversion rate optimization across the CS funnel, and partner closely on CS compensation design and strategy.

This role is instrumental in creating a sustainable revenue growth model, ensuring that every post-sale revenue motion is built to scale efficiently, reduce risk, and maximize customer lifetime value.

You will be responsible for:

• Owning the forecasting execution model for retention & expansion, ensuring accuracy, predictability, and proactive risk identification.
• Driving the Red-to-Green program, ensuring proactive risk management & loss prevention well before renewals approach.
• Optimizing the renewal & expansion motions, ensuring higher retention, more expansion opportunities, and improved commercial outcomes.
• Leading comp & incentive strategy execution, partnering with Finance & CS Leadership to design data-driven incentive structures.
• Leading insights-driven decision-making, ensuring our Customer Operations teams are aligned, efficient, and high-performing.
• This is a Principal-level role—you are empowered to lead change in collaboration with cross-functional teams (GTM Ops, Central Ops, CRM, BAs, and Analytics) to drive business outcomes that align with the GTM Vision to 2x our ARR in 2-3 years.

What You Need to Succeed

 Drive Retention & Expansion Forecasting Excellence

• Own the execution and methodology for renewal & expansion forecasting, ensuring it is accurate, predictable, and proactive.
• Establish and run forecasting meetings with CS Leadership, ensuring data-driven visibility into renewal, expansion, and churn risk trends.
• Partner with Central Ops, CRM, and Analytics teams to refine forecasting models, improve data hygiene, and evolve predictive methodologies.
• Align forecasting execution with Finance, ensuring a holistic, cross-functional approach to revenue predictability.
• Drive accountability for forecast accuracy, ensuring that CS teams meet expectations and identify risk areas early.

Own & Execute the Operational Elements of the Red-to-Green Risk Mitigation Program

• Drive the operational execution of Red-to-Green as a structured risk pipeline, ensuring that customer risk is identified & mitigated far in advance of renewals.
• Partner with Product, Engineering, CS Leadership, and Finance to create a multi-dimensional feedback loop that enables proactive intervention and reduces recurring customer pain points—so the same risks don’t continuously resurface.
• Develop clear escalation paths to ensure at-risk accounts receive structured remediation efforts before renewal cycles begin.
• Ensure Red-to-Green efforts don’t just win short-term battles but reduce the overall volume of risk over time—minimizing wasted effort and strengthening long-term customer health.

Optimize the Renewals & Expansion Motion

• We believe that renewals are just like new business deals with higher win rates—and should be run with the same level of precision, strategy, and conversion rate optimization.
• Ensure the full renewal & expansion motion operates like a sales funnel, with conversion rate optimizations at every stage.
• Proactively identify pipeline inefficiencies in renewals & expansion and implement structured improvement plans.
• Partner with CS Leadership & Finance to ensure renewals are timely, efficient, and commercially optimized.
• Leverage product usage data & insights (in collaboration with Analytics & Data teams) to drive early expansion opportunities & risk detection.
• Partner with GTM Revenue Enablement to ensure renewal managers & CSMs are equipped with the right strategies, plays, and messaging.

 Lead CS Compensation & Incentive Strategy Execution

• Partner with Finance & CS Leadership to design and implement comp plans that drive desired behaviors and revenue impact.
• Own the execution, compliance, and feedback loop for CSM compensation, ensuring alignment with retention & expansion goals.
• Ensure CSMs, Renewal Managers, and TSCs have a structured, well-understood incentive strategy that aligns with company objectives.
• Monitor compensation effectiveness and make strategic recommendations to optimize retention & expansion outcomes.
• Develop structured SPIFFs & incentive programs to align customer-facing teams to key business objectives.

Align Customer Operations with Territory & GTM Design

• Ensure CS territories are structured effectively, balancing growth opportunities and CSM workload.
• Partner with Central Ops & Sales Ops to ensure territory design aligns with broader GTM expansion & coverage strategy.
• Drive strategic insights for headcount allocation & territory planning, ensuring CS capacity matches expansion opportunities.

What You Bring to the Table 

• Strategic Customer Operations Leadership – Proven experience leading post-sale revenue operations in a B2B SaaS environment, focusing on forecasting, risk mitigation, and revenue expansion.
• Retention & Expansion Forecasting Expertise – Strong ability to drive accurate, data-driven retention forecasting and ensure CS teams execute proactively.
• Data-Driven & Outcome-Oriented – Ability to transform customer data into clear, actionable strategies that drive revenue growth & risk reduction.
• Red-to-Green & Risk Mitigation Mindset – Experience in developing structured risk programs that proactively reduce churn & improve customer health.
• Compensation & Incentive Strategy Understanding – Ability to influence and execute compensation plans that drive retention & expansion outcomes.
• Cross-functional influence – Experience partnering with CS, Finance, Sales, CRM, and Central Ops to drive strategic customer initiatives.
• Execution & Problem-Solving Focus – Ability to move beyond analysis and drive real operational improvements that impact business performance.

Why Join Us?

•  High Visibility, High Impact – Work directly with the CCO, Finance, and CS Leadership to drive retention & expansion excellence.
•  Lead Customer Strategy & Execution Across North America & EMEA – Optimize retention & expansion outcomes for a team of 20+ CSMs, RMs, and TSCs.
• Build & Scale a Best-in-Class Customer Revenue Operations Function – Shape how our customer organization optimizes retention, mitigates risk, and drives expansion.

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
• Flexible time off, sick days, and 13 paid holidays
• Comprehensive medical insurance including Health, Dental, and Vision
• Paid parental leave (plus fertility, adoption, and other family planning benefits)
• In-office workspace (San Francisco)
• Monthly allowance for wellness, reading, and access to LinkedIn Learning for continued development
• Events and activities both team-based and company-wide 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 talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

The US base salary range for this position is $170,000 - $190,000 per year. This position also offers variable compensation dependent on performance. Our salary ranges are determined by role, level, and location. 

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