Customer Success Manager (WordPress/Drupal)

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 company 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

Working closely with the Manager of Scaled Customer Success, you will be part of a global Customer Success team that actively collaborates on all aspects of customer health. As a tech-touch CSM, your job is to make sure your customers stay healthy on their Pantheon customer journey. This involves proactively supervising technical and account health, and working across the Accounts, Support, and other teams to handle critical issues and more sophisticated needs. The majority of this work will be done via automation as it is primarily focused on the long tail of our contract & programmatic customers. Customer success, platform usage, retention, and expansion are some of the primary metrics we track but you will also be conducting technical and performance audits.

You will focus on understanding the customer lifecycle & key interaction points, customer health and key indicators of decreasing or increasing health, and using our internal data and knowledge to make customers more successful via automation and scaled interactions. This role will partner closely with other team members.

Cool Stuff You'll Do

• Proactively monitor health across a broad customer base, and conduct outreach campaigns to stay ahead of emerging risk factors. This will include reviewing performance metrics, conducting security audits, and tracking operational and webops trends.
• Work cross collaboratively with the Account Management team as a SME, supporting them in their customer engagements to help them establish themselves as a trusted/strategic advisor.
• Serve as a technical point of escalation for the Accounts team, performing technical reviews and analyses as needed.
• You will triage and diagnose complex technical support issues that are longer-term and/or strategic in nature.
• Collaborate cross-functionally with Professional Services, Developer Advocacy, Product, and Engineering to ensure a flawless support experience.
• Although you will primarily interact with your customers via email, tickets, and other asynchronous channels, you may be required to deliver technical reviews and work with customers on support issues via teleconference.
• As we scale up to support the growing needs of our customers, we are building new reporting tools and support processes to better help our customers. This position plays a key role in helping to develop, field test, and deploy new support services.
• Turn every customer and partner into a Pantheon champion and lifetime Pantheon customer and advocate

What You Bring to the Table

• 2-4 years experience in a role directly supporting customers as a CSM, digital consultant, Solutions Engineer, or technical support engineer
• Solid command of Git and the command line
• Development experience in WordPress and/or Drupal
• Salesforce or similar CRM systems proficiency
• Consistent record in managing clients, client retention, and growth
• Solid communication skills with the ability to lead tough conversations in a professional manner
• PaaS/SaaS experience

Bonus Points for

• Extensive experience on the Pantheon platform
• Existing Pantheon champion or very familiar with the challenges of WebOps
• Experience with continuous delivery and agile workflows
• Experience managing large-volume support channels
• Experience developing automation tools (automated testing, webops automation, performance monitoring, etc)
• CS degree or experience with a programing language such as PHP or Javascript

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 and New York)
• 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.

The US total salary range for this position is $88,700 - $122,371 per year. Our salary ranges are determined by role, level, and location. At Pantheon, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security.

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