Senior Business Systems Manager-Customer Lifecycle

Pantheon is a company that powers over 300,000 websites globally, and they are seeking a Senior Business Systems Manager to own their customer lifecycle technology stack. This role involves developing systems strategy, driving cross-functional programs, and partnering with various teams to enhance customer outcomes and manage vendor relationships.

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

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 — this role is directly accountable to retention outcomes, and you need to understand the data layer that makes those outcomes measurable
• 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
• 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