Pantheon Systems, Inc
SeniorBusinessSystemsManagerCustomerLifecycle
“Senior Business Systems Manager-Customer Lifecycle at Pantheon Systems, Inc. Skills: Customer Lifecycle Technology Stack Ownership, Systems Strategy Development, Cross-functional Program Drive, Stakeholder Partnership, Vendor Management, Zendesk Expertise, AI Fluency. Own our customer lifecycle technology stack end-to-end.. Function as a recognized authority on the systems that power our post-sale motion.”
What You'll Achieve.
retention, expansion, and customer health outcomes; accountable to retention outcomes
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.
Function as a recognized authority on the systems that power our post-sale motion.
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
not just the ones that are obviously customer-facing.
cross-functional programs that multiple functions.
Remove barriers between groups: CS
Professional Services
and proactively seek out the voices that aren't already at the table.
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, and proactively seek out the voices that aren't already at the table.; Stakeholder Partnership: Serve as the authoritative systems voice for CS and Support leadership.; Ability to navigate executive stakeholders with confidence and credibility across CS, Support, and Finance functions.
Communication Scope
Translate ambiguous business problems into clear technical direction, and translate technical constraints back into business-legible trade-offs.
Process & Methodology
Program Ownership: Drive large-scale, cross-functional programs that multiple functions., independently owning complex, multi-stakeholder initiatives from requirements through go-live: without a project manager holding the schedule., requirements documentation, UAT, release management practices
Applying for this Senior Business Systems Manager-Customer Lifecycle role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Pantheon Systems, Inc?
Real rants from real employees. Read before you apply.