Employer: Pantheon
About Pantheon
Pantheon’s WebOps Platform powers the open web, running sites in the cloud for customers including Stitch Fix, Okta, Home Depot, Pernod Ricard and The Barack Obama Foundation. Every day, thousands of developers and marketers create, iterate on, and scale websites on the open web to reach billions of people globally. Pantheon’s SaaS model puts large and small web and digital teams in control of increasing the performance of their teams, websites, and marketing programs. Pantheon cloud native software includes governance, security and collaboration tools that make it easy to securely manage a single website or thousands of websites across multiple teams in one platform. The built-in ability to simultaneously create, test, deploy and run live sites with unrivaled hosting speed, scalability and uptime give marketing teams the agility to win in the dynamic world of digital marketing.
With 35% of the web running open-source and significant investments in a $200 billion total addressable market, we are growing aggressively into a huge market opportunity and looking to expand our organization.
The Role
As a tech-touch CSM, your job is to make sure your customers stay healthy on their Pantheon customer journey. This involves proactively monitoring technical and account health, and working across the Accounts, Support, and other teams to handle escalations and more complex needs. The majority of this work will be done via automation as it is primarily focused on the long tail of our contract & programmatic customers. Customer success, platform usage, retention, and expansion are some of the primary metrics we track but you will also be conducting technical and performance audits.
This role will focus on understanding the customer lifecycle & key interaction points, customer health and key indicators of decreasing or increasing health, and leveraging our internal data and knowledge to make customers more successful via automation and scaled interactions. This role will partner with the Customer Success Operations team, the Customer Success Manager team, the Account Management team, and our Business Intelligence team.
Reporting to the Manager of Scaled Customer Success, you will be part of a global Customer Success team that actively collaborates on all aspects of customer health. Pantheon’s core company values are Trust, Teamwork, Passion, and Customers First. At Pantheon, we work hard and play harder, valuing individuality, humor, and balance. We’re enthusiastic participants in several open-source communities and have real relationships with many of our most active customers. If all of this sounds interesting to you, read on!
Cool Stuff You’ll Do
- Proactively monitor health across a broad customer base, and conduct outreach campaigns to stay ahead of emerging risk factors. This will include reviewing performance metrics, conducting security audits, and tracking operational and webops trends.
- Support the Account Management team as a technical SME, supporting them in their customer engagements to help them establish themselves as a trusted/strategic advisor.
- Serve as a technical point of escalation for the Accounts team, performing technical reviews and analyses as needed.
- Work closely with the customer support team as a key point of escalation, triaging and diagnosing complex technical support issues that are longer-term and/or strategic in nature.
- Collaborate cross-functionally with Professional Services, Developer Advocacy, Product, and Engineering to ensure a seamless support experience.
- Although you will primarily interact with your customers via email, tickets, and other asynchronous channels, you may be required to deliver technical reviews and work with customers on support issues via teleconference.
- As we scale up to support the increasing needs of our customers, we are building new reporting tools and support processes to better help our customers stay healthy over the long run. This position has a key role in helping to develop, field test, and deploy new support services.
- Turn every customer and partner into a Pantheon champion and lifetime Pantheon customer and advocate
What You Bring to the Table
- 2-4 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 in WordPress and/or Drupal
- 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
- PaaS/SaaS experience
Bonus Points for
- Extensive experience on the Pantheon platform
- Existing Pantheon champion or very familiar with the challenges of WebOps
- Experience with continuous delivery and agile workflows
- Experience managing large-volume support channels
- Experience developing automation tools (automated testing, webops automation, performance monitoring, etc)
- CS degree or experience with a programing language such as PHP or Javascript
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
- Generous time off
- Robust life insurance, medical and dental coverage
- Fun and educational remote activities both team-based and company wide
- Liberal allowances and remote workstation stipend.