Customer Success Manager

Summary

Join Pantheon as a Customer Success Manager and play a pivotal role in driving growth, retention, and customer satisfaction. You will be responsible for managing a high-volume book of business, building strong relationships with customers, and ensuring they achieve their digital objectives. This role involves collaborating with various teams, including Sales, Services, Support, Technical Consulting, and Product & Engineering, to deliver exceptional customer experiences. You will be a trusted advisor, proactively identifying customer challenges, offering solutions, and providing guidance on maximizing the value of Pantheon's platform. This position is ideal for individuals passionate about creating customer value and driving revenue growth across a significant portfolio.

Requirements

• 2-5 years of experience in a customer-facing role focused on driving revenue growth and retention within a high-volume 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 problem-solving 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 cross-functional teams to achieve customer success and revenue growth in a high-volume 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

Responsibilities

• 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
• 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
• Monitor customer progress towards their objectives across a large portfolio, providing strategic recommendations to maximize their investment and identify expansion opportunities efficiently
• 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
• 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
• 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
• 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 Pantheon's capabilities with customer needs and business goals

Preferred Qualifications

WordPress or Drupal experience preferred, with an emphasis on how they support business objectives across a large portfolio

Benefits

• 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