Customer Success Manager

About Pantheon

Pantheon Web Ops 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 Word Press 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.

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.

• 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.

• 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.

• Partner with Product and Support teams to address technical needs and to elevate customer insights that inform the roadmap.
• 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.

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

• 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.

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

• Industry‑competitive…