Senior Business Systems Manager – Customer Lifecycle

Pantheon Platform

Senior Manager managing customer lifecycle technology stack for Pantheon Systems. Overseeing customer success strategies and cross-functional programs for business optimization.

Posted 5/16/2026full-timeRemote • 🇨🇦 CanadaSenior💰 CA$108,000 - CA$135,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Develop and maintain a roadmap for the technologies supporting Customer Success, Support, and Professional Services
Drive large-scale, cross-functional programs that span multiple functions
Remove barriers between groups: CS, Support, Professional Services, Finance, RevOps
Serve as the authoritative systems voice for CS and Support leadership
Own platform vendor relationships from procurement and contract review through ongoing performance management
Define KPIs for customer journey systems, build dashboards and reporting
Define and establish the standards for how customer lifecycle systems are built, managed, and governed

Requirements

What you’ll need

7+ years managing enterprise SaaS platforms in a business systems, revenue operations, or systems architecture capacity
Deep, hands-on Salesforce expertise (Service Cloud and/or Sales Cloud required)
Deep, hands-on Zendesk expertise required — including core Support and ticketing configuration, the broader Zendesk ecosystem (Guide, Talk, Sell), and newer AI-powered capabilities including Zendesk Copilot, automated triage and intent detection, and intelligent routing.
Hands-on experience with customer data platforms (CDPs) and customer health scoring tools
Demonstrated AI fluency
Demonstrated track record of independently owning complex, multi-stakeholder initiatives from requirements through go-live
Strong command of requirements documentation, UAT, and release management practices
Experience owning vendor relationships and participating in procurement and contract processes
Ability to navigate executive stakeholders with confidence and credibility across CS, Support, and Finance functions
Fluency in retention and expansion metrics

Benefits

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

SalesforceZendeskcustomer data platformscustomer health scoring toolsAI fluencyrequirements documentationUATrelease managementKPI definitiondashboard reporting

Soft Skills

cross-functional program managementstakeholder managementcommunicationleadershiporganizational skillsproblem-solvingnegotiationcredibilityindependencecollaboration