Customer Success Manager II

5 days ago

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Pantheon Platform

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Website Operations Platform for Drupal & WordPress

Drupal • Cloud • PaaS • SaaS • WordPress

501 - 1000

Description

• Customer Onboarding and Adoption: Lead the onboarding process for new customers, guiding them through the setup and configuration phase of their websites on the platform. Collaborate with customers to ensure a smooth handoff to sales and drive early adoption and utilization of our platform's features and tools. • Customer Relationship Management: Act as the primary point of contact for assigned customers, building strong relationships based on trust and a deep understanding of their unique business needs. Proactively engage with customers to identify challenges, offer solutions, and provide guidance on improving the value of our platform. • Customer Success Planning: Regularly monitor customer progress toward their goals and provide proactive support and recommendations for success. • Customer Health Monitoring: Be responsible for key customer health metrics to identify and mitigate support risks by proactively monitoring customer’s instances through internal dashboards • Retention and Growth: Orchestrate customer initiatives with sales and Pantheon Partner teams to increase product utilization, achieve growth attainment, and drive WebOps adoption • Product Advocacy and Feedback: Gather customer feedback, insights, and struggles to communicate internally for continuous product improvements and feature enhancements. Act as a strong advocate for our customers within the organization. • Customer Education: Coordinate and conduct training sessions, webinars, and workshops to educate customers about the Pantheon platform's capabilities and best WebOps practices. • Technical Expertise: Develop a deep understanding of the Pantheon platform and its functionalities to provide technical guidance and support to customers effectively.

Requirements

• 3+ years experience in a role directly supporting customers as a CSM, account manager, or similar. • Demonstrate experience in creating best-in-class retention outcomes with our Customer Stakeholders looking to realize the value of Pantheon’s WebOps solution. • Excellent communication, negotiation, and presentation skills that influence adoption and prove business value with our Customers • Technical proficiency and the ability to understand and explain sophisticated technical concepts to non-technical customers. • Strong problem-solving and analytical skills to identify customer challenges and provide effective solutions. • Proven track record of working collaboratively with cross-functional teams to achieve customer success. • Experience with WebOps, web hosting, or content management systems (WordPress or Drupal experience preferred).

Benefits

• 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 • In-office workspace (Vancouver, BC Canada) • 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