Customer success managerPantheon

This position will be based in Manila, Philippines.
About Pantheon
Pantheon is the only WebOps platform built from the ground up for agility. We help our customers win, where the digital experience starts and matters most - their websites. We empower teams of developers, marketers, and IT professionals to focus on delivering business results while Pantheon handles uptime, performance, scalability, and security. We are the fastest growing Drupal and WordPress platform in the world, powering over 285,000 sites and serving billions of pages every month. Happy customers include some of the most recognized names in high tech, higher education, and NGOs, such as Patch, Apigee, UC Berkeley, Arizona State University, and the United Nations.
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 sales organization.
The Role
You will be working cooperatively with the Sales, Support, Professional Services, Documentation, Product, and Engineering teams to help our customers realize their business objectives through the use of Pantheon's platform. Reporting to the Director of Customer Success, you will build an understanding of the customer's needs and proactively help identify ways in which they can interact with Pantheon to increase their productivity and results. Our Customer Success Managers partner with customers to ensure they are getting the most value possible from our platform.
Working directly with our largest customers and partners, you will support their growth and provide a knowledgeable, responsive and a personable main point of contact during their entire journey on the platform. In this role you will deliver technical reviews that include detailed information about platform use, site health, WebOps best practices, and opportunities for early access to platform features. This team partners with our sales team and is responsible for retaining and expanding our current customer relationships, building WebOps champions, and creating positive advocates throughout the Pantheon customer-base and larger community that lead directly to partner referrals, testimonials, and case studies.
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
Ensure an exceptional experience for our customers and partners by helping to drive adoption of core functionality
Build a trusted advisor relationship with our customers and help them get the full WebOps value of the platform
As the steward of the customer relationship, you'll work cross-functionally with Marketing, Sales, Product, and Engineering to ensure a consistent and strong customer message is embedded in our processes
Identify opportunities to grow your accounts and partner with Sales to successfully close such opportunities
Creatively analyze and drive adoption within the customer base.
Assess health of customer and help them increase their WebOps maturity by influencing where adoption may be improved
Diagnose risks - take action to solve or mitigate such risks
Monitor and achieve group KPIs including but not limited to: renewal %, upsell %, and monthly active usage
Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc
Turn every customer and partner into a Pantheon champion and lifetime Pantheon customer and advocate
What You Bring to the Table
3-5 years experience in a role directly supporting customers as a CSM, web developer, digital consultant, or technical support engineer
Solid working knowledge of Git and the command line
Strong familiarity with Wordpress development is a must
Familiarity with Drupal is helpful too
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
BA/BS degree or equivalent
Bonus Points for
Existing Pantheon champion or very familiar with the value and challenges of WebOps
Experience with continuous delivery and agile workflows
CS degree or experience with a programing language such as PHP or Javascript
What We Offer (PH)
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.
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