Customer Success Manager
Pantheon Platform
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $87,000 - $108,000 per year
Job Level
Mid-LevelSenior
About the role
- 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 escalate customer insights that inform the roadmap and drive improvements.
- 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.
Requirements
- 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.
Benefits
- Industry-competitive compensation and equity plan
- Time off to recharge
- Flexible time off, sick days, and 13 paid holidays
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer lifecycle managementstrategic success planningstakeholder mappingdata-driven decision-makingaccount prioritizationupsellcross-sellcustomer health monitoringengagement strategiesretention strategies
Soft skills
communication skillsexecutive presencenegotiation skillsrelationship buildingcollaborationinfluencecustomer advocacyproblem-solvingorganizational skillscustomer-centric mindset