Pantheon · 5 hours ago
Customer Success Associate
United States
Full-time
Remote
Entry, Mid Level
1+ years expPantheon is a WebOps Platform that powers the open web, supporting over 300,000 sites for various organizations. The Customer Success Associate will play a key role in supporting renewals, expansion, and operational execution, ensuring a smooth customer experience while collaborating with various teams.
Cloud InfrastructureInternetSaaSSoftwareWeb DevelopmentWeb Hosting
Responsibilities
You will own the operational execution of the renewal process - including order forms, rate cards, and processing - while the CSM leads customer-facing renewal conversations, negotiations and commercial strategy
You will support negotiations by preparing pricing scenarios, approved rate cards, and contract options as well as navigate billing complexities within approved guidelines
You will track renewal dates, update pipeline stages in Salesforce, and ensure leadership has visibility into monthly and quarterly revenue targets
Utilize our health-scoring tools to identify accounts in your portfolio at risk of churn before the renewal notice is sent
Identify at-risk customers by assessing operational, billing and contractual blockers and escalate strategic relationship and technical/product blockers to Support, Services, Product or CSMs
Identify and surface expansion signals that a customer is ready for growth and partner with the CSM to progress qualified opportunities
Drive operational excellence. Contribute to the refinement of account workflows. If you see a bottleneck in how we generate quotes or process legal reviews, you speak up and help fix it
Serve as the "first line of defense" for inbound commercial inquiries, routing technical issues to Support and complex strategic issues to Services, Product or the CSM
Collaborate with Finance (billing/invoicing), Legal (contract terms), and Sales (handoffs) to ensure a frictionless customer experience
Achieving renewal targets within your assigned customer portfolio
Expanding revenue within your assigned portfolio, inclusive of upsells, cross-sells, and downgrades
Minimizing the number of contracts that go into "expired" status
Ensuring accuracy to forecast through Salesforce data
Speed and quality of renewals and customer inquiries managed weekly
Qualification
Required
1–4 years of experience in Renewals, Account Management, or Customer Success within a SaaS or technology environment
Commercial Fluency: You have experience managing a quota or retention target. You are comfortable managing pricing, contracts, and commercial terms with customers
Process Orientation: You have a track record of supporting high-volume workflows with speed and precision
Negotiation: You have experience and understanding managing and navigating a procurement process
CRM Mastery: Proficient in Salesforce (managing opportunities, reports, and dashboards)
Communication: Exceptional written and verbal skills. You can explain complex billing and contract terms simply and professionally
Analytical Mindset: You can analyze a list of 50 renewals and prioritize them based on risk and value
Preferred
Experience with Gainsight, Catalyst, or ChurnZero is a plus
Experience working specifically with WebOps, Hosting, or Developer Tools / Software
Understanding of CPQ (Configure, Price, Quote) workflows
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
Alternative Credit Investor
2026-01-22
2025-12-19
Alternative Credit Investor
2025-07-23
Company data provided by crunchbase