Pantheon Systems, Inc
SeniorBusinessSystemsManager-CustomerLifecycle
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“Senior Business Systems Manager - Customer Lifecycle at Pantheon Systems, Inc. Skills: Customer Lifecycle Technology Stack Ownership, Systems Strategy for Customer Journey, Cross-functional Program Ownership, Stakeholder Partnership, Vendor Management. Own our customer lifecycle technology stack end-to-end.. Set the systems strategy for everything that touches the customer journey from onboarding through renewal.”
What You'll Achieve.
retention; expansion; customer health outcomes; drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.
Industry & Context.
solve problems that don't yet have names; Translate ambiguous business problems into clear technical direction
What They're Looking For.
Must Have
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., Hands-on experience with customer data platforms (CDPs) and customer health scoring tools, 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., Demonstrated track record of independently owning complex, multi-stakeholder initiatives from requirements through go-live: without a project manager holding the schedule., command of requirements documentation, UAT, and release management practices., Experience owning vendor relationships and participating in procurement and contract processes., Ability to navigate executive stakeholders with confidence and credibility across CS, Support, and Finance functions., Fluency in retention and expansion you understand why the systems you manage matter to the business, not just how they work
Nice to Have
Salesforce Administrator, Business Analyst, or Platform App Builder certification, Zendesk Administrator or Zendesk Support Administrator certification preferred, Background in SaaS or high-growth technology companies, Familiarity with integration tooling (e. g. , Workato, Boomi, or similar), Knowledge of Agile/Scrum delivery methodologies, Experience working with Claude or Claude Code in a business systems context
What You'll Do.
Own our customer lifecycle technology stack end-to-end.
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.
Develop and maintain a roadmap for the technologies supporting Customer Success
and Professional Services: primarily Salesforce and Zendesk
with a direct line of sight to retention
and customer health outcomes.
Embed the customer lens into every system decision.
cross-functional programs that multiple functions.
Remove barriers between groups: CS
Professional Services
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.
Own platform vendor relationships from procurement and contract review through ongoing performance management.
How You'll Work.
Team & Collaboration
Cross-functional coordination; Cross-functional Leadership; Remove barriers between groups: CS, Support, Professional Services, Finance, RevOps.; proactively seek out the voices that aren't already at the table.; Ensure that the systems you build reflect aligned goals, not just the loudest stakeholder in the room.; Stakeholder Partnership; Serve as the authoritative systems voice for CS and Support leadership.
Communication Scope
Translate ambiguous business problems into clear technical direction, and translate technical constraints back into business-legible trade-offs.; Ability to navigate executive stakeholders with confidence and credibility across CS, Support, and Finance functions.
Process & Methodology
Program Ownership, Drive large-scale, cross-functional programs that multiple functions., Bring structure to ambiguous situations, set direction when the path isn't obvious, and carry initiatives through without requiring oversight to maintain momentum., Independently owning complex, multi-stakeholder initiatives from requirements through go-live: without a project manager holding the schedule.
Full Job Description
About Pantheon 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. The Role 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. 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. 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. What You Will Do Customer Systems Strategy: 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. Program Ownership: Drive large-s
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