Pantheon Platform

Customer Success Associate

Pantheon Platform

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • You will own the operational execution of the renewal process - including order forms, rate cards, and processing - while the CSM leads customer-facing renewal conversations, negotiations and commercial strategy.
  • You will support negotiations by preparing pricing scenarios, approved rate cards, and contract options as well as navigate billing complexities within approved guidelines.
  • Maintain a spotless forecast. You will track renewal dates, update pipeline stages in Salesforce, and ensure leadership has visibility into monthly and quarterly revenue targets.
  • Utilize our health-scoring tools to identify accounts in your portfolio at risk of churn before the renewal notice is sent.
  • Identify at-risk customers by assessing operational, billing and contractual blockers and escalate strategic relationship and technical/product blockers to Support, Services, Product or CSMs.
  • Identify and surface expansion signals that a customer is ready for growth and partner with the CSM to progress qualified opportunities.
  • Drive operational excellence. Contribute to the refinement of account workflows. If you see a bottleneck in how we generate quotes or process legal reviews, you speak up and help fix it.
  • Serve as the "first line of defense" for inbound commercial inquiries, routing technical issues to Support and complex strategic issues to Services, Product or the CSM.
  • Collaborate with Finance (billing/invoicing), Legal (contract terms), and Sales (handoffs) to ensure a frictionless customer experience.

Requirements

  • 1–4 years of experience in Renewals, Account Management, or Customer Success within a SaaS or technology environment.
  • Commercial Fluency: You have experience managing a quota or retention target. You are comfortable managing pricing, contracts, and commercial terms with customers.
  • Process Orientation: You have a track record of supporting high-volume workflows with speed and precision.
  • Negotiation: You have experience and understanding managing and navigating a procurement process.
  • CRM Mastery: Proficient in Salesforce (managing opportunities, reports, and dashboards). Experience with Gainsight, Catalyst, or ChurnZero is a plus.
  • Communication: Exceptional written and verbal skills. You can explain complex billing and contract terms simply and professionally.
  • Analytical Mindset: You can analyze a list of 50 renewals and prioritize them based on risk and value.
Benefits
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
renewalsaccount managementcustomer successpricing scenarioscontract optionsbilling complexitiesforecastingpipeline managementanalytical skillsnegotiation
Soft Skills
communicationprocess orientationoperational excellencecollaborationproblem-solvingcustomer relationship managementattention to detailstrategic thinkingadaptabilityinterpersonal skills