We are excited to announce our expansion to Vancouver, Canada. This is a rare opportunity for talented professionals to get in on the ground floor and play an instrumental role in shaping the future of our company. If you are driven by excellence, inspired by new challenges, and ready to be a part of a global success story, we invite you to be a key player in our exciting venture in Vancouver!

About Pantheon

Pantheon is the WebOps platform for websites that deliver extraordinary results. We believe in putting the magic of the internet in everyone’s hands. That’s why we’re so passionate about helping developers, IT and marketing develop, test, and release website changes faster and more reliably so they can build and maintain websites that create value for their organizations. Our cloud native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.

Pantheon’s core values are Trust, Teamwork, Passion, and Customers First. At Pantheon, we work hard and play harder, valuing individuality, humor, and balance. We're enthusiastic participants in several open-source communities and have real relationships with many of our most active customers. If all of this sounds interesting to you, read on!

The Role

As a Senior Manager of the Customer Success group, you are in a key position to mobilize a team of Customer Success Managers (CSMs) to create long-lasting business impact  outcomes with our customers and, therefore, Pantheon. The primary focus will be building and leading a high-performing team to drive product adoption and expansion at scale. Reporting to the Senior Director of Customer Success, the ideal candidate will demonstrate strong frontline leadership competencies to empower CSMs in engaging with customers through all critical touch points throughout their lifecycle with Pantheon. You will be collaborating closely with Sales, Support, Professional Services, Product, and Engineering leadership to provide outstanding customer experiences and help our clients achieve their digital objectives through the effective utilization of the Pantheon platform and its unique WebOps capabilities.  You will build an understanding of the CSM Team’s needs and proactively help identify ways in which they can improve customer interaction, tracking, and adoption.

Responsibilities

• Set up renewal and expansion opportunities for success by building an exceptional team of CSMs who deliver consistent Customer Impact during the Onboarding and Post-Onboarding Customer Journey Stages.
• Develop, coach and inspire your team so that they are aligned with Pantheon’s mission, goals and process, continuously growing professionally in their careers, high-performing in their roles, and excited to come to work and make a difference for our customers every day
• Manage a team that is responsible for all post-Sales activities for our customers through strong relationship building, product knowledge, planning, and renewal/expansion execution
• Oversee day-to-day activity of your team members and monitor performance goals while providing ongoing feedback, coaching and guidance.
• Connect and mobilize internal resources to clear roadblocks for your team members, enabling them to achieve and/or exceed their revenue and retention goals
• Act as the escalation point for customer issues and risk management. Constantly working with the team to diagnose risks in customer portfolios - actively take actions to solve or mitigate such risks
• Be a true expert in deeply understanding our product value and industry, how to create impact for our customers, and how we drive adoption, renewal and expansion. Drive value directly through frequent client interactions
• Develop command of your team’s customer accounts through a consistent inspection and coaching methodology managed in Salesforce 
• Ensure multi-threaded relationships are built within your Customers and Agencies so that predictable and successful Renewal conversations occur.  
• Have consistent command of forecasts based on visibility into pipeline on a weekly, monthly and quarterly basis.
• Travel to meet with customers as appropriate

What You Bring to the Table

• 5+ years of management experience in Customer Success or Account Management 
• 5+ years of experience as an IC or manager owning customer accounts within a growing SaaS B2B company
• Proven track record of conducting data analysis to derive insights and implement growth strategies to drive customer adoption, retention and expansion
• Prior experience leading and/or building customer-facing teams
• Demonstrated leadership through accountability, leading with influence and coaching
• Ability to collaborate across organizational boundaries to solve complex issues
• Be able to prioritize initiatives and tasks in a fast-paced environment
• Solid communication skills with the ability to manage tough conversations in a professional and solution-oriented manner
• Salesforce or similar CRM systems proficiency
• Bachelor’s degree preferred

Bonus Points for

• Existing Pantheon champion or very familiar with the advantages of WebOps best practices
• Former Sales or Account Management Leadership Experience
• Experience with continuous integration and agile workflows
• Hands on Drupal or Wordpress development experience
• CMS industry experience
• Experience working with or selling into University Systems and Educational organizations

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
• Paid Time Off (PTO), Paid Sick Leave (PSL) and 11 Paid Company Holidays
• Full medical coverage (Extended health care, dental, vision)
• Top-of-line equipment
• 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/affirmative action 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 a 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.

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