Senior Business Systems Manager-Customer Lifecycle
About The Position
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.
Requirements
- 7+ years managing enterprise SaaS platforms in a business systems, revenue operations, or systems architecture capacity.
- Deep, hands-on Salesforce expertise (Service Cloud and/or Sales Cloud required).
- 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.
- Strong 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 metrics; you understand why the systems you manage matter to the business, not just how they work.
Nice To Haves
- 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
Responsibilities
- 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.
- Drive large-scale, cross-functional programs that span multiple functions.
- Remove barriers between groups: CS, Support, Professional Services, Finance, RevOps, and proactively seek out the voices that aren't already at the table.
- Serve as the authoritative systems voice for CS and Support leadership.
- Own platform vendor relationships from procurement and contract review through ongoing performance management.
- Define KPIs for customer journey systems, build dashboards and reporting, and hold the platforms accountable to measurable outcomes.
- Define and establish the standards for how customer lifecycle systems are built, managed, and governed across the organization.
- Deliver change management, training, and documentation for system rollouts — and actively invest in building the capabilities of the teammates around you, even without a formal reporting relationship.
Benefits
- Industry competitive compensation and equity plan
- Flexible time off, sick days, and 13 paid holidays
- Comprehensive medical insurance including Health, Dental and Vision
- Paid parental leave (plus fertility, adoption and other family planning benefits)
- In-office workspace (San Francisco & Chicago)
- Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development
- Events and activities both team-based and company wide that inspire, educate and cultivate
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
