Customer Success Associate

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

The Customer Success Associate (CSA) is a commercial and operational role within our Customer Success organization. In this role, you will support renewals, expansion and reporting while ensuring smooth, scalable delivery.  

You will support revenue retention and expansion by owning operational execution of renewals, account processes, commercial workflows - enabling Customer Success Managers (CSM) to negotiate lead strategic customer conversations and commercial decisions. You will act as the bridge between the customer, finance, and sales to make it easier for customers to do business with Pantheon.

What You’ll Do

Commercial Ownership

• Renewal Cycle: 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. 
• Negotiation & Strategy: You will support negotiations by preparing pricing scenarios, approved rate cards, and contract options as well as navigate billing complexities within approved guidelines.
• Pipeline Integrity: Maintain a spotless forecast. You will track renewal dates, update pipeline stages in Salesforce, and ensure leadership has visibility into monthly and quarterly revenue targets.

Risk Detection & Customer Health 

• Proactive Monitoring: Utilize our health-scoring tools to identify accounts in your portfolio at risk of churn before the renewal notice is sent.
• Triage & Escalation: 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.
• Expansion Identification: Identify and surface expansion signals that a customer is ready for growth and partner with the CSM to progress qualified opportunities.

Cross-Functional Operations 

• Process Optimization: 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.
• Customer Triage: 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.
• Stakeholder Alignment: Collaborate with Finance (billing/invoicing), Legal (contract terms), and Sales (handoffs) to ensure a frictionless customer experience.

Success Metrics

• Gross Revenue Retention (GRR): Achieving renewal targets within your assigned customer portfolio.
• Net Revenue Retention (NRR): Expanding revenue within your assigned portfolio, inclusive of upsells, cross-sells, and downgrades.

• On-Time Renewal Rate: Minimizing the number of contracts that go into "expired" status.
• Forecast Accuracy: Ensuring accuracy to forecast through Salesforce data.
• Efficiency: Speed and quality of renewals and customer inquiries managed weekly.

What You Bring

Experience

• 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. 

Skills & Competencies

• Negotiation: You have experience and understanding managing and navigating a procurement process.
• CRM Mastery: Proficient in Salesforce (managing opportunities, reports, and dashboards). Experience with Gainsight, Catalyst, or ChurnZero is a plus.
• 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.

Bonus Points For:

• Experience working specifically with WebOps, Hosting, or Developer Tools / Software
• Understanding of CPQ (Configure, Price, Quote) workflows.