SrTechnical customer success manager, remote
Pantheon is the only webops platform built from the ground up for agilityWe help our customers win, where digital experience starts and matters most - their websitesWe empower teams of developers, marketers, and it professionals to focus on delivering business results while pantheon handles uptime, performance, scalability and securityWe are the fastest growing drupal and wordpress platform in the world, powering over 300,000 sites and serving billions of pages every monthHappy customers include some of the most recognized names in high tech, higher education and ngos, such as patch, apigee, uc berkeley, arizona state university, and the united nations.
With 35% of the web running open source, we are growing aggressively into a huge market opportunity and looking to expand our customer success teamThat’s where you come in.
You will be working cooperatively with the sales, support, professional services, documentation, product, and engineering teams to help our customers realize their business objectives through the use of pantheon’s platformReporting to the manager of customer success, you will build an understanding of the customer’s needs and proactively help identify ways in which they can interact with pantheon to increase their productivity and resultsOur customer success managers partner with customers to ensure they are getting the most value possible from our platform.
Working directly with our largest customers and partners, you will support their growth and provide a knowledgeable, responsive and a personable point of contact during their entire lifecycleIn this role you will deliver quarterly business reviews that include detailed information about platform use, site health, best practices, and opportunities for early access to platform featuresUltimately, this team partners with our account managers and together, is responsible for retaining and expanding our current customer relationships, as well as fostering goodwill and positive advocates throughout the pantheon customer-base and larger community, which can come in the form of partner referrals, testimonials, and case studies.
Pantheon’s core company values are trust, teamwork, passion, and customers firstAt pantheon, we work hard and play harder, valuing individuality, humor, and balanceWe`re enthusiastic participants in several open-source communities and have real relationships with many of our most active customersIf all of this sounds interesting to you, read on!
Cool stuff you`ll do
Ensure an exceptional experience for our customers and partners by understanding their business objectives and helping to drive adoption of core functionality
Establish a trusted/strategic advisor relationship with our customers by building a program vision and providing value throughout the customer partnership as they deliver on their program roadmap
Engage closely with the program lead and executive sponsor of each customer, as well as other strategic leaders that influence the direction of the account
As the steward of the customer relationship, you’ll work cross-functionally with marketing, sales, product, and engineering to ensure a consistent and strong customer message is embedded in our processes
Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities
Creatively analyze and drive adoption within the customer base, including engaging departmental leaders who are utilizing the solution well and influencing where adoption may be improved
Diagnose risks - take action to solve or mitigate such risks
Monitor and achieve group kpis including: churn %, monthly active usage, and customer health
Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc
Turn every customer and partner into a pantheon champion and lifetime pantheon customer and advocate
What you bring to the table
5-10 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 with wordpress and drupal is a must
Salesforce or similar crm systems proficiency
Proven track record in managing clients, client retention, and growth
Solid communication skills with the ability to manage tough conversations in a professional and solution-oriented manner
Bonus points for
Existing pantheon champion or very familiar with the challenges of webops
Experience with continuous delivery and agile workflows
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 stock option plan
Unlimited time off and sick days
Full medical coverage (medical, dental, vision)
Fun at wordpress and drupal community events
Extra benefits like a stipend for reading books and your work-outs and a whole suite of paid apps for mental as well as physical health and wellbeing
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.