Customer Revenue Operations Director, Pantheon
$170-190k
This position also offers variable compensation dependent on performance and equity
More information about location
Website operations platform
Job no longer available
Website operations platform
201-500 employees
Job no longer available
$170-190k
This position also offers variable compensation dependent on performance and equity
More information about location
201-500 employees
Company mission
To make the web a first-class platform that delivers results, one that empowers marketing and development teams to take control of their websites.
Role
Who you are
- Strategic Customer Operations Leadership – Proven experience leading post-sale revenue operations in a B2B SaaS environment, focusing on forecasting, risk mitigation, and revenue expansion
- Retention & Expansion Forecasting Expertise – Strong ability to drive accurate, data-driven retention forecasting and ensure CS teams execute proactively
- Data-Driven & Outcome-Oriented – Ability to transform customer data into clear, actionable strategies that drive revenue growth & risk reduction
- Red-to-Green & Risk Mitigation Mindset – Experience in developing structured risk programs that proactively reduce churn & improve customer health
- Compensation & Incentive Strategy Understanding – Ability to influence and execute compensation plans that drive retention & expansion outcomes
- Cross-functional influence – Experience partnering with CS, Finance, Sales, CRM, and Central Ops to drive strategic customer initiatives
- Execution & Problem-Solving Focus – Ability to move beyond analysis and drive real operational improvements that impact business performance
What the job involves
- As the Customer Revenue Operations Director, your mission is to engineer the volume, velocity, and value of post-sale revenue outcomes, ensuring our renewal, expansion, and risk mitigation motions are optimized, repeatable, and continuously improving
- This is a high-impact, high-complexity role sitting at the intersection of Customer Success, Renewals, Finance, Central Ops, CRM, and Business Analytics
- You will act as a force multiplier for CS leadership, ensuring that renewals, expansion, and risk mitigation strategies are data-backed, efficient, and scalable
- You will own forecasting execution for retention, expansion, and our risk mitigation (Red-to-Green) pipelines, drive conversion rate optimization across the CS funnel, and partner closely on CS compensation design and strategy
- This role is instrumental in creating a sustainable revenue growth model, ensuring that every post-sale revenue motion is built to scale efficiently, reduce risk, and maximize customer lifetime value
- Owning the forecasting execution model for retention & expansion, ensuring accuracy, predictability, and proactive risk identification
- Driving the Red-to-Green program, ensuring proactive risk management & loss prevention well before renewals approach
- Optimizing the renewal & expansion motions, ensuring higher retention, more expansion opportunities, and improved commercial outcomes
- Leading comp & incentive strategy execution, partnering with Finance & CS Leadership to design data-driven incentive structures
- Leading insights-driven decision-making, ensuring our Customer Operations teams are aligned, efficient, and high-performing
- This is a Principal-level role—you are empowered to lead change in collaboration with cross-functional teams (GTM Ops, Central Ops, CRM, BAs, and Analytics) to drive business outcomes that align with the GTM Vision to 2x our ARR in 2-3 years
- Own the execution and methodology for renewal & expansion forecasting, ensuring it is accurate, predictable, and proactive
- Establish and run forecasting meetings with CS Leadership, ensuring data-driven visibility into renewal, expansion, and churn risk trends
- Partner with Central Ops, CRM, and Analytics teams to refine forecasting models, improve data hygiene, and evolve predictive methodologies
- Align forecasting execution with Finance, ensuring a holistic, cross-functional approach to revenue predictability
- Drive accountability for forecast accuracy, ensuring that CS teams meet expectations and identify risk areas early
- Drive the operational execution of Red-to-Green as a structured risk pipeline, ensuring that customer risk is identified & mitigated far in advance of renewals
- Partner with Product, Engineering, CS Leadership, and Finance to create a multi-dimensional feedback loop that enables proactive intervention and reduces recurring customer pain points—so the same risks don’t continuously resurface
- Develop clear escalation paths to ensure at-risk accounts receive structured remediation efforts before renewal cycles begin
- Ensure Red-to-Green efforts don’t just win short-term battles but reduce the overall volume of risk over time—minimizing wasted effort and strengthening long-term customer health
- We believe that renewals are just like new business deals with higher win rates—and should be run with the same level of precision, strategy, and conversion rate optimization
- Ensure the full renewal & expansion motion operates like a sales funnel, with conversion rate optimizations at every stage
- Proactively identify pipeline inefficiencies in renewals & expansion and implement structured improvement plans
- Partner with CS Leadership & Finance to ensure renewals are timely, efficient, and commercially optimized
- Leverage product usage data & insights (in collaboration with Analytics & Data teams) to drive early expansion opportunities & risk detection
- Partner with GTM Revenue Enablement to ensure renewal managers & CSMs are equipped with the right strategies, plays, and messaging
- Partner with Finance & CS Leadership to design and implement comp plans that drive desired behaviors and revenue impact
- Own the execution, compliance, and feedback loop for CSM compensation, ensuring alignment with retention & expansion goals
- Ensure CSMs, Renewal Managers, and TSCs have a structured, well-understood incentive strategy that aligns with company objectives
- Monitor compensation effectiveness and make strategic recommendations to optimize retention & expansion outcomes
- Develop structured SPIFFs & incentive programs to align customer-facing teams to key business objectives
- Ensure CS territories are structured effectively, balancing growth opportunities and CSM workload
- Partner with Central Ops & Sales Ops to ensure territory design aligns with broader GTM expansion & coverage strategy
- Drive strategic insights for headcount allocation & territory planning, ensuring CS capacity matches expansion opportunities
Our take
In today's digital landscape, website hosting is a critical component for businesses, and the demand for fast, reliable, and scalable hosting platforms is higher than ever. The competition is fierce, with major players like GoDaddy, Ionos, AWS, and WP Engine dominating the space.
One standout in this crowded market is Pantheon, a leading WebOps platform designed to deliver high-performance hosting for content-driven websites. Pantheon's unique value lies in its ability to provide seamless collaboration between developers and marketers while ensuring fast, reliable website performance. It's a platform that goes beyond traditional hosting by offering powerful tools for managing websites and scaling them as needed - making it a go-to choice for many organisations.
Pantheon has continuously innovated to stay ahead of the competition, with significant investments driving its growth. Initially focused on hosting solutions for WordPress and Drupal websites, it now offers content management as a service. This expansion was bolstered by significant funding, fueling further product development and the introduction of new features like personalisation and analytics. These efforts have reinforced Pantheon's position as a leader in the WebOps and hosting space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2021
$100m
SERIES E
Mar 2019
$40m
SERIES D
Total funding: $196.8m
Company benefits
- Health & Wellness: Taking care of you and your family is important to us. Our healthcare benefits program delivers choice and value so you can prioritize your health
- Remote & In-Office: We believe in a flexible employee experience, our San Francisco office is a center for collaboration and connection, but it's not the only place this happens
- Flexible Time-Off: We encourage work/life balance. Take time off when you need it, and return ready to make magic on the internet when you're ready and refreshed
- Monthly Book & Gym Allowance: One of the many ways we enable our team to take control of their development and wellness is to take advantage of our books and gym membership allowance
- Promoting Inclusivity: We strive to have a culture where Pantheors across the globe feel a high sense of belonging and engagement. We have several programs in place to help cultivate inclusion at Pantheon, including educational events, open forums, and training opportunities
- Giving Back: We believe in cultivating passion and giving back to the community we live and work in. Pantheon offers a Donation Matching program of $500 per employee and holds multiple team volunteer opportunities throughout the year
- Employee Resource Groups: Our Pantheon Resource Groups (PRGs) allow employees to connect, support each other, and spread awareness
- Professional Development: We support employee learning and development through company led-training, leadership forums, and full access to LinkedIn Learning's catalogue of courses
Company HQ
Chinatown, San Francisco, CA
Leadership
Sameer Kazi
(CEO)Joined Pantheon in 2024 as CEO. They have also served as the Managing Director of Operating Capital since 2015. Previously they were the President of ActiveCampaign and CEO of Cheetah Digital.
Josh Koenig
(Co-Founder & SVP of Marketing)They were part of the team that drove the first high-profile public Drupal use-case with the Howard and Dean campaign in 2003. They then went on to found the Drupal Dojo, an online learning community for developers, and to co-found the premiere Drupal agency in San Francisco, Chapter Three.
David Strauss
(Co-Founder & Advisor)After co-founding Four Kitchens, a successful Web Development shop, they found themselves gravitating away from the customer client work and towards infrastructure solutions. Large clients like NBCUniversal, The Economics, and Wikimedia had already benefited from their scalability and database optimization work.
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