[Hiring] Senior Business Systems Manager - Customer Lifecycle @Pantheon Systems

Role Description

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.

• 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.
• Provide clarity in ambiguous situations and define what success looks like.
• Solve problems that don't yet have names.

What You Will Do

• Customer Systems Strategy: Develop and maintain a roadmap for the technologies supporting Customer Success, Support, and Professional Services.
• Program Ownership: Drive large-scale, cross-functional programs that span multiple functions.
• Cross-functional Leadership: Remove barriers between groups and ensure that the systems reflect aligned goals.
• Stakeholder Partnership: Serve as the authoritative systems voice for CS and Support leadership.
• Vendor Management: Own platform vendor relationships from procurement to ongoing performance management.
• Performance & Visibility: Define KPIs for customer journey systems and build dashboards and reporting.
• Best Practices & Enablement: Define and establish standards for customer lifecycle systems and deliver change management, training, and documentation.

How You Show Up

• Advocate for customer outcomes in every system conversation.
• Clarify priorities and define what "done" looks like before work begins.
• Navigate conflict with openness and model candor.
• Share expertise widely through documentation and peer coaching.
• Seek coaching actively and model openness to feedback.

Qualifications

• 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.
• Hands-on experience with customer data platforms (CDPs) and customer health scoring tools.
• Demonstrated AI fluency and understanding of AI capabilities in customer lifecycle systems.
• Demonstrated track record of independently owning complex, multi-stakeholder initiatives.
• 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.
• Fluency in retention and expansion metrics.

Nice to Have

• 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.

Benefits

• Industry competitive compensation and equity plan.
• Paid Time Off (PTO), Paid Sick Leave (PSL) and 11 Paid Company Holidays.
• Full medical coverage (Extended health care, dental, vision).
• Top-of-line equipment.
• In-office workspace (Vancouver, BC Canada).
• Monthly allowance for wellness, reading, and access to LinkedIn Learning.
• Events and activities both team-based and company-wide that inspire, educate, and cultivate.