Customer Success Associate, Pantheon

• 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
• 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

Desirable

• 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
• 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
• 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
• 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
• 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