<h2><strong>About Pantheon</strong></h2> <p>Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.</p> <h2><strong>The Role </strong></h2> <p>Pantheon is looking for a seasoned business systems practitioner to own our customer lifecycle technology stack end-to-end. Reporting to the Director of Enterprise Systems, this is a high-autonomy individual contributor role. You'll function as a recognized authority on the systems that power our post-sale motion and as a strategic thought partner to our Customer Success, Support, and Professional Services leaders: helping them think through not just what to build, but why, and what comes next.</p> <p>You'll set the systems strategy for everything that touches the customer journey from onboarding through renewal, drive programs independently, and get your hands dirty on implementation without waiting for someone to hand you a plan.</p> <p>This isn't a role for someone who needs a clear runway to operate. You'll provide clarity in ambiguous situations, define what success looks like before anyone asks, and solve problems that don't yet have names.</p> <h2><strong>What You Will Do</strong></h2> <ul> <li><strong>Customer Systems Strategy: </strong>Develop and maintain a roadmap for the technologies supporting Customer Success, Support, and Professional Services: primarily Salesforce and Zendesk, with a direct line of sight to retention, expansion, and customer health outcomes. You embed the customer lens into every system decision, not just the ones that are obviously customer-facing.<strong><br><br></strong></li> <li><strong>Program Ownership:</strong> Drive large-scale, cross-functional programs that span multiple functions. You bring structure to ambiguous situations, set direction when the path isn't obvious, and carry initiatives through without requiring oversight to maintain momentum.<br> </li> <li><strong>Cross-functional Leadership:</strong> Remove barriers between groups: CS, Support, Professional Services, Finance, RevOps, and proactively seek out the voices that aren't already at the table. You ensure that the systems you build reflect aligned goals, not just the loudest stakeholder in the room.<br><br></li> <li><strong>Stakeholder Partnership:</strong> Serve as the authoritative systems voice for CS and Support leadership. Translate ambiguous business problems into clear technical direction, and translate technical constraints back into business-legible trade-offs. You don't wait to be asked: you anticipate needs and act.<br> </li> <li><strong>Vendor Management:</strong> Own platform vendor relationships from procurement and contract review through ongoing performance management. You know when to push back and when to build.<br><br></li> <li><strong>Performance & Visibility:</strong> Define KPIs for customer journey systems, build dashboards and reporting, and hold the platforms accountable to measurable outcomes. </li> </ul> <ul> <li><strong>Best Practices & Enablement:</strong> Define and establish the standards for how customer lifecycle systems are built, managed, and governed across the organization. Deliver change management, training, and documentation for system rollouts — and actively invest in building the capabilities of the teammates around you, even without a formal reporting relationship.</li> </ul> <h2><strong>How You Show Up</strong></h2> <ul> <li>You advocate for customer outcomes in every system conversation, not just when it's convenient, and you connect that lens explicitly to business results. </li> <li>You clarify priorities when things are murky and define what "done" looks like before work begins. You drive results that solve both the current problem and the one coming around the corner. </li> <li>You navigate conflict with openness and model the kind of candor that makes cross-functional work actually work. You listen before you conclude, and you're not precious about being wrong.</li> <li>You share your expertise widely: through documentation, peer coaching, informal knowledge transfer, and you treat developing others' capabilities as part of your job, not a nice-to-have.</li> <li>You seek coaching as actively as you give it. You model openness to feedback and bring genuine curiosity to your own growth.</li> </ul> <h2><strong>What You Bring </strong></h2> <ul> <li>7+ years managing enterprise SaaS platforms in a business systems, revenue operations, or systems architecture capacity.</li> <li>Deep, hands-on Salesforce expertise (Service Cloud and/or Sales Cloud required);</li> <li>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. You understand where Zendesk's AI layer adds genuine value and where it doesn't, and you can make the case either way.</li> <li>Hands-on experience with customer data platforms (CDPs) and customer health scoring tools — this role is directly accountable to retention outcomes, and you need to understand the data layer that makes those outcomes measurable.</li> <li>Demonstrated AI fluency — you understand how AI capabilities (embedded, integrated, or purpose-built) apply to customer lifecycle systems, you've evaluated or implemented AI-powered tooling in a business systems context, and you actively stay current as the landscape evolves. Pantheon is committed to meaningful AI integration across the business, and this person will be a key voice in what that looks like for the post-sale motion.</li> <li>Demonstrated track record of independently owning complex, multi-stakeholder initiatives from requirements through go-live: without a project manager holding the schedule.</li> <li>Strong command of requirements documentation, UAT, and release management practices.</li> <li>Experience owning vendor relationships and participating in procurement and contract processes.</li> <li>Ability to navigate executive stakeholders with confidence and credibility across CS, Support, and Finance functions.</li> <li>Fluency in retention and expansion metrics; you understand why the systems you manage matter to the business, not just how they work</li> </ul> <h2><strong>Nice to Have </strong></h2> <ul> <li>Salesforce Administrator, Business Analyst, or Platform App Builder certification</li> <li>Zendesk Administrator or Zendesk Support Administrator certification preferred</li> <li>Background in SaaS or high-growth technology companies</li> <li>Familiarity with integration tooling (e.g., Workato, Boomi, or similar)</li> <li>Knowledge of Agile/Scrum delivery methodologies</li> <li>Experience working with Claude or Claude Code in a business systems context</li> </ul> <h2><strong><br>What We Offer</strong></h2> <p>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.</p> <ul> <li>Industry competitive compensation and equity plan</li> <li>Paid Time Off (PTO), Paid Sick Leave (PSL) and 11 Paid Company Holidays</li> <li>Full medical coverage (Extended health care, dental, vision)</li> <li>Top-of-line equipment</li> <li>In-office workspace (Vancouver, BC Canada) </li> <li>Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development</li> <li>Events and activities both team-based and company wide that inspire, educate and cultivate</li> </ul> <p>Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.</p> <p>Visa Sponsorship is not available at this time.</p> <p>To review the Employee and Applicant's Privacy Policy, click<a href="https://pantheon.pactsafe.io/employeeandapplicantprivacy.html"> here</a>.</p> <p> </p> <p>The Canadian base salary range for this position is between <strong>108,000 - 135,000 </strong>CAD per year. This position also offers a performance bonus dependent on company performance. Our salary ranges are determined by role, level, and location.</p> <p> </p> <p> </p> <p> </p> <p>#LI-KM1<br>#LI-remote</p> <p> </p> <p> </p> <p> </p>