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EMEA Customer Success Manager

PantheonLondon (Remote) or Dublin (Remote)
Remote Full-time

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Experience Level

Experience

Qualifications

Qualifications:Proven experience in customer success management, account management, or a similar role in a SaaS environment. Strong analytical skills with the ability to interpret data and drive actionable insights. Excellent communication and interpersonal skills, capable of building strong relationships with customers and internal teams. Demonstrated ability to manage multiple projects and customer accounts simultaneously. Ability to adapt to changing priorities and work in a fast-paced environment. Familiarity with CRM software and customer success tools.

About the job

About Pantheon

Pantheon is a leading WebOps platform that empowers organizations to harness the open web, hosting over 300,000 websites for esteemed clients such as Google, Princeton, Salesloft, and Doctors Without Borders. Each day, thousands of developers and marketers utilize our innovative platform to create, adapt, and scale WordPress and Drupal sites, reaching billions of users worldwide. Our multitenant, container-based architecture allows organizations to manage all their websites seamlessly from a single dashboard. Renowned organizations, including Clorox and the United Nations, achieve outstanding results through accelerated development and real-time publishing with Pantheon’s collaborative workflows.

The Role

As an EMEA Customer Success Manager, you will manage a portfolio of high-value clients, ensuring the delivery of measurable business outcomes throughout the customer lifecycle. You will focus on customer retention, growth, and cross-selling opportunities, while developing and executing strategic account plans. Acting as the primary advocate for your customers, you will align their business and digital objectives with the value offered by Pantheon’s platform.

Your role will involve leveraging relationship management skills, data analytics, and operational excellence to guide customers through transitions, optimize platform adoption, and secure long-term success for both the customer and Pantheon.

This position is highly collaborative, requiring close coordination with Sales, Marketing, Product, Support, and Services teams to deliver a consistent, high-quality, and outcome-driven experience for our customers.

What You'll Do

Core Responsibilities

  • Oversee comprehensive customer lifecycle management—from onboarding through to renewal and expansion.
  • Manage a portfolio of enterprise accounts, crafting engagement strategies tailored to customer needs, scale, and growth potential.
  • Conduct strategic success planning, stakeholder mapping, and executive business reviews to align and achieve customer objectives.
  • Monitor customer health signals, usage data, and sentiment to proactively identify risks, opportunities, and actionable insights.
  • Implement lifecycle programs and playbooks designed to enhance adoption, value realization, satisfaction, and retention.
  • Maintain precise documentation of activities, insights, and outcomes in CRM and customer success platforms.

Growth & Expansion Responsibilities

  • Drive commercial outcomes within your portfolio, identifying, prioritizing, and executing expansion opportunities.
  • Utilize data, product signals, and customer insights to discover upsell or cross-sell opportunities.

About Pantheon

Pantheon is at the forefront of the WebOps revolution, providing a robust platform that simplifies website management and enhances collaboration for teams across the globe. With a commitment to innovation and customer success, Pantheon empowers organizations to achieve their digital goals effectively and efficiently.

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