Pantheon · 5 hours ago
Customer Success Manager
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$87K/yr - $108K/yr
5+ years expPantheon is a WebOps Platform powering the open web, serving over 300,000 sites for various customers. As a Customer Success Manager, you will manage a portfolio of high-value customers, focusing on delivering measurable business outcomes and driving customer retention and expansion.
Cloud InfrastructureInternetSaaSSoftwareWeb DevelopmentWeb Hosting
No H1B
Responsibilities
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
Qualification
Required
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
Preferred
Experience in SaaS, hosting, WebOps, or related technical environments
Familiarity with WordPress, Drupal, or similar technologies
Understanding of digital engagement automation, customer health scoring, and lifecycle modeling
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
Company
Pantheon
Pantheon is a website operations platform that provides custom application services.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$200MKey Investors
SoftBank Vision FundSageview CapitalScale Venture Partners
2021-07-13Series E· $100M
2019-03-05Series D· $42M
2016-07-20Series C· $29M
Leadership Team
David Timothy Strauss
Chief Architect and Co-founder
Josh Koenig
Co-Founder and SVP Marketing
Recent News
2025-12-19
Alternative Credit Investor
2025-07-23
Alternative Credit Investor
2025-07-23
Company data provided by crunchbase