Pantheon Systems, Inc

Leading large-scale security programs, coordinating across teams, and ensuring security objectives are met. | Experience in managing complex security or compliance programs, familiarity with SaaS/WebOps platforms, and strong stakeholder management skills. | About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. The Role Are you a skilled program leader who thrives in dynamic environments and excels at delivering large-scale, cross-functional security initiatives? Join us as a Senior Security Technical Program Manager, where you'll play a pivotal role in leading high-impact security programs that align with our strategic goals and protect our platform, customers, and data. As a Sr. Security TPM, you'll drive the successful execution of complex security programs, partnering closely with engineering, product, security, compliance, and business teams. You'll ensure alignment across stakeholders, anticipate and mitigate risks, and deliver consistent results across multiple teams. Beyond traditional program management, you'll serve as a critical translator and facilitator between security teams and execution teams—guiding security and compliance teams to break down their requirements into clear, actionable work while ensuring engineering and product teams understand what's needed and why. You will help shape execution strategies, improve delivery practices, and influence outcomes through strong program leadership while ensuring security objectives are understood, prioritized, and implemented correctly. This role is ideal for someone who brings strong organizational skills, operational rigor, security domain knowledge, and the ability to lead through influence while managing ambiguity and change. What you Need to Succeed Technical Acumen: Strong understanding of SaaS platforms, cloud infrastructure, or WebOps environments, with familiarity in security principles and common security frameworks. Able to bridge technical, security, and business perspectives and collaborate effectively with engineering, security, and technical leaders. Program Leadership: Demonstrated success in leading large, strategic programs across multiple teams, including security or compliance initiatives. Skilled in program planning, cross-functional coordination, and aligning execution with business objectives. Execution & Delivery: Proficient in managing complex workstreams, identifying and resolving blockers, and ensuring on-time, high-quality delivery. Able to navigate competing priorities and adjust plans as needed. Comfortable facilitating clarity between security teams and execution teams when requirements need refinement. Stakeholder Management: Effective at communicating with senior stakeholders, keeping them informed of progress, risks, and decisions. Comfortable escalating and aligning across functions, including security and compliance leadership. Process Improvement: Experience implementing best practices, streamlining execution frameworks, and adopting tools that increase delivery effectiveness and transparency. Mentorship & Collaboration: Willing and able to mentor junior TPMs and project managers. Contributes to a culture of accountability, clarity, and continuous improvement across teams. Preferred: Security Standards Knowledge (Preferred): Familiarity with IT security and compliance standards such as SOC 2, ISO 27001, PCI DSS, or FedRAMP. Understanding of how these standards translate into technical implementation work is a plus. What you Bring to the Table Experience & Ownership: 7+ years of technical program management experience, delivering high-impact, cross-functional programs in SaaS, cloud, or WebOps environments, with experience leading security or compliance programs. Program Execution: Proven ability to independently manage large programs end-to-end, from planning through delivery, across multiple stakeholders and technical domains. Project Management Mastery: Deep knowledge of project management methodologies (Agile, Scrum, Waterfall) and hands-on experience with tools like JIRA, Asana, or equivalent. Cross-Functional Coordination: Effective at driving alignment across teams without direct authority and resolving cross-functional challenges with diplomacy and clarity. Organizational Impact: Experience leading change management, scaling processes, and introducing operational improvements to accelerate delivery. Executive Communication: Comfortable providing clear updates, risks, and recommendations to senior leaders; able to tailor messaging for technical and non-technical audiences. Global Collaboration: Experience working across distributed teams and time zones, ensuring coordination and communication remain strong throughout execution. What We Offer We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team. 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) 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 Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. To review the Employee and Applicant's Privacy Policy, click here. Visa Sponsorship is not available at this time. The US base salary range for this position in the United States is $118,000 - $148,500 USD per year. Our salary ranges are determined by role, level, and location. At Pantheon, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Negotiate and manage contracts, develop processes, and support legal and strategic priorities. | Minimum 6-10 years in contract management, strong negotiation skills, experience with CLM tools, and ability to work cross-functionally. | The Role As a Senior Contracts Manager, you are a savvy negotiator drawn to the world of cutting-edge technology and the intellectual property that fuels it. You welcome the challenge of building a contract risk management function at lightning speed with the measured effectiveness of a scaled operation. You will report to the General Counsel and join our effort to build a value and impact-focused legal department fueling the growth of the world’s leading website operations platform. You will join a global legal team to provide: Contract Negotiation and Risk Management Negotiate simple to complex customer and partner agreements including SaaS terms of service, software licenses, professional services agreements, data processing agreements, business associate agreements, resale and distribution agreements, NDA’s, renewals, and ancillary relationship agreements. Collaborate with sales, marketing, finance, customer support, product, info-sec, deal desk, and other internal support organizations to close customer agreements and to drive efficiency and organizational accountability through our contracting processes. Identify key risks in contracts during the drafting and negotiation process and ensure appropriate internal escalations and risk mitigation techniques are applied. Efficient and Scalable Processes Manage playbooks and business workflows supported by a contract management system (CLM), which you will support alongside other members of the legal team. Leverage CLM technology to identify and track key risk management governance programs in connection with compliance monitoring, risk reporting and design and implementation of mitigation strategies. Support Strategic Legal Priorities Develop presentations and resources for the business to enable self-service with regard to legal issues. Actively participate in strategic legal team projects where no task is too large or too small. Coordinate with the finance department to ensure correct billing, payment and/or collection of contractual revenues. Conduct special projects as assigned. What You Bring to the Table Minimum 6-10 years of relevant experience in contract management, negotiations, analysis, and playbook management for client engagements, ideally supporting the Sales/Go-To-Market teams at an enterprise SaaS company. Proven negotiation skills and comfortable dealing with all levels of our organization and client organizations through written means and on live calls. Strong organizational, project management, and execution skills. Practical and solution-oriented approach to resolving conflicts. Ability to balance and prioritize multiple time-sensitive tasks and manage competing priorities effectively and independently, including driving results and delivering to deadlines and budgets. Ability to work effectively and collaboratively within the legal team and cross-functionally. Technology-savvy and proficient with Google Workspace and Microsoft Office. Experience reviewing contracts through CLM tools as well as experience with privacy issues are helpful. What We Offer We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team. 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 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 Compensation: The base salary range for this role is as follows: United States: $126,244.80 - $157,806.00 USD Canada: $104,849.36 - $131,061.70 CAD

Translate product features into customer value, support product launches, and enable sales teams. | 3+ years in product marketing, strong communication skills, experience with SaaS or WebOps tools, and collaboration across teams. | About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. The Role The Product Marketing Manager (PMM) is the bridge between our product teams and the market. This role is responsible for translating product features into clear customer value, ensuring market readiness for all new releases, and enabling our customer-facing teams. The PMM executes the core positioning and messaging for our portfolio, ensuring tactical clarity and consistency across all channels to drive immediate adoption and product understanding. Key Responsibilities 1. Market & Customer Expertise Customer Insights: Deeply understand our target buyers and users, defining and maintaining detailed buyer personas (including their pain points, decision-making criteria, and "jobs to be done"). 2. Competitive Research and Deliverables Competitive Intelligence: Conduct focused, tactical competitive research to monitor the landscape, identify feature gaps, and understand competitor messaging shifts. Deliverable Creation: Own the creation and maintenance of internal competitive deliverables, such as battlecards, teardowns, and comparison guides, ensuring Sales and Marketing are equipped to win against key competitors. 3. Positioning & Messaging Value Translation: Own the tactical creation of clear, concise messaging that translates technical product features into quantifiable customer benefits and compelling value propositions. Product Content Development: Create and maintain high-impact core product content, including website copy, feature pages, and data sheets, ensuring messaging clarity and accuracy across all platforms. Launch Readiness: Ensure all marketing and sales materials are updated and ready for deployment in support of product releases. 4. Go-to-Market (GTM) Execution & Release Support Launch Coordination: Execute and coordinate all cross-functional activities (Sales, Marketing, CS) necessary to support successful product and feature releases. Adoption Tracking: Monitor initial adoption and usage metrics post-launch, providing actionable feedback to Product and Sales teams. 5. Sales & Cross-Functional Enablement Sales Enablement Collaboration: Partner closely with the Sales Enablement team to provide product expertise and content. This includes developing and delivering high-impact, tactical assets, such as product demos and presentations, to ensure the Sales team is equipped for every customer conversation. Product Collaboration: Work closely with Product Management to review feature functionality and ensure a clear, market-ready articulation of all new capabilities. Qualifications Experience: 3+ years of experience in Product Marketing, preferably in B2B SaaS or WebOps/Development tools. Education: Bachelor’s degree in Marketing, Business, or a related field (or equivalent practical experience). Execution Focus: Demonstrated ability to execute multiple concurrent product launches and effectively translate complex technical concepts. Communication: Exceptional written and verbal communication skills, with a talent for translating technical specifications into clear, concise, and persuasive marketing copy. Collaboration: Highly collaborative and comfortable working across multiple teams, including technical and non-technical stakeholders. Bonus Points (Preferred Qualifications) Experience marketing products built on Drupal or WordPress. Proficiency with Salesforce, Amplitude. What We Offer We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team. 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) 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 Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. To review the Employee and Applicant's Privacy Policy, click here. Visa Sponsorship is not available at this time.

Lead strategy, execution, and scaling of professional services to deliver predictable, profitable implementations and customer outcomes. | Over 10 years in SaaS or PaaS professional services, with 5+ years managing managers, owning P&L, and leveraging automation and AI in delivery. | About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. Role Overview The Senior Director of Professional Services leads the strategy, execution, and scaling of our customer implementation and services organization. This role owns delivery excellence, utilization and margin performance, customer outcomes, and tight alignment with Customer Success, Support, Product, and Sales. You will transform the services organization into a high performing, scalable engine that delivers predictable, profitable implementations while accelerating time-to-value, enabling long-term customer outcomes, and expansion through strategic,value-added services. This leader is both strategic and highly operational—comfortable redesigning organizations and processes while also rolling up their sleeves to fix execution gaps and drive measurable results. Key Responsibilities Services Strategy & Execution Define and execute the Professional Services strategy aligned to company growth, customer segmentation, customer experience,product maturity and expansion opportunities Own end-to-end implementation delivery, onboarding, and paid services offerings across the customer lifecycle – driving time-to- value and long-term customer outcomes Establish scalable, repeatable delivery models (standard, accelerated, enterprise, solution partner-led, etc) aligned to customer segment and complexity Drive predictable project timelines, quality, and customer satisfaction Financial & Operational Ownership Own services P&L, including revenue forecasting, margins, utilization, and cost controls Optimize capacity planning, utilization targets, and workforce models to support scale and predictability Improve forecasting accuracy and delivery predictability through disciplines operating rhythms and data-driven decision making Partner with Rev Ops and Finance on pricing, packaging, and margin optimization Team Leadership & Development Build, lead, and scale a high-performing, globally-distributed team of services leaders, project managers, consultants, and implementation specialists Set clear performance expectations, career paths, and development plans across regions and roles, fostering consistency and accountability Drive accountability, operational rigor, and a strong customer-first culture across internal teams and partner ecosystems Cross-Functional Alignment Partner closely with Customer Success to ensure seamless post-implementation handoffs, shared accountability for outcomes, and ongoing value realization Collaborate with Sales and Solutions Engineering on scoping, SOWs, and pre-sales alignment to ensure delivery feasibility and customer expectations are set correctly Work with Product to establish feedback loops from implementation challenges and customer needs to influence roadmap and product maturity Align with Support to ensure smooth transitions, clear, ownership, and issue escalation paths Process, Tools & Scale Design and implement scaleable, AI-enabled delivery processes, methodologies, and governance to improve predictability, speed, and quality Own and evolve services tooling (PSA, project tracking, resource management, reporting) leveraging automation and AI to optimize planning, delivery, and utilization Define, automate, and track KPIs such as time-to-value, on-time delivery, CSAT, utilization, and gross margin to enable proactive management and continuous improvement Qualifications & Experience 10+ years of experience in Professional Services or Implementation within a SaaS, PaaS or technology environment 5+ years in senior leadership roles managing managers and scaling services teams Proven experience owning a services P&L with strong margin and utilization outcomes Deep understanding of SaaS or PaaS delivery models, enterprise implementations, and customer onboarding Track record of operational transformation and scaling services in a growing organization Experience leveraging AI and automation to improve delivery efficiency, forecasting accuracy, utilization, and customer outcomes Strong executive presence with the ability to influence cross-functional stakeholders Experience with PSA and services operations tools (e.g., Rocketlane, NetSuite OpenAir, Salesforce, Jira, etc), including driving automation and insight through these systems Leadership Profile This role requires a leader who is: Execution-oriented – drives results, not just strategy Data-driven – uses metrics to identify issues and course-correct Customer-obsessed – focused on time-to-value and outcomes Change-capable – comfortable leading transformation and organizational maturity Collaborative – builds strong partnerships across post-sales and sales teams Systems-minded – leverages automation, AI, and scalable operating models to reduce manual effort and drive predictable outcomes Impact in Year 1 Improved implementation predictability and reduced time-to-value through standardized, automated delivery processes Clear services packaging, pricing, and delivery models in place, supported by scalable tooling and automation Improved services margin and utilization driven by better forecasting, capacity planning, and automation-endable efficiency Strong alignment with Customer Success, Sales and Product and Engineering enabled by shared data, tooling, and operating rhythms A motivated, accountable, and scalable Professional Services team supported by clear processes, automation, and modern systems Position Services as a value multiplier: help customers realize value quickly, ensure customers maximize ROI from Pantheon, deliver strategic guidance so that customers see Pantheon as more than a tool and understand the path to measurable business outcomes. What We Offer We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team. 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) 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 The base salary range for this role is $144,000–$200,000 USD This position also offers a performance bonus dependent on company performance. Our salary ranges are determined by role, level, and location. Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. To review the Employee and Applicant's Privacy Policy, click here. Visa Sponsorship is not available at this time.

Translate product features into customer value, support product launches, and enable sales teams. | 3+ years in product marketing or similar roles, strong communication skills, and experience with SaaS or WebOps products. | About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. The Role The Product Marketing Manager (PMM) is the bridge between our product teams and the market. This role is responsible for translating product features into clear customer value, ensuring market readiness for all new releases, and enabling our customer-facing teams. The PMM executes the core positioning and messaging for our portfolio, ensuring tactical clarity and consistency across all channels to drive immediate adoption and product understanding. Key Responsibilities 1. Market & Customer Expertise Customer Insights: Deeply understand our target buyers and users, defining and maintaining detailed buyer personas (including their pain points, decision-making criteria, and "jobs to be done"). 2. Competitive Research and Deliverables Competitive Intelligence: Conduct focused, tactical competitive research to monitor the landscape, identify feature gaps, and understand competitor messaging shifts. Deliverable Creation: Own the creation and maintenance of internal competitive deliverables, such as battlecards, teardowns, and comparison guides, ensuring Sales and Marketing are equipped to win against key competitors. 3. Positioning & Messaging Value Translation: Own the tactical creation of clear, concise messaging that translates technical product features into quantifiable customer benefits and compelling value propositions. Product Content Development: Create and maintain high-impact core product content, including website copy, feature pages, and data sheets, ensuring messaging clarity and accuracy across all platforms. Launch Readiness: Ensure all marketing and sales materials are updated and ready for deployment in support of product releases. 4. Go-to-Market (GTM) Execution & Release Support Launch Coordination: Execute and coordinate all cross-functional activities (Sales, Marketing, CS) necessary to support successful product and feature releases. Adoption Tracking: Monitor initial adoption and usage metrics post-launch, providing actionable feedback to Product and Sales teams. 5. Sales & Cross-Functional Enablement Sales Enablement Collaboration: Partner closely with the Sales Enablement team to provide product expertise and content. This includes developing and delivering high-impact, tactical assets, such as product demos and presentations, to ensure the Sales team is equipped for every customer conversation. Product Collaboration: Work closely with Product Management to review feature functionality and ensure a clear, market-ready articulation of all new capabilities. Qualifications Experience: 3+ years of experience in Product Marketing, preferably in B2B SaaS or WebOps/Development tools. Education: Bachelor’s degree in Marketing, Business, or a related field (or equivalent practical experience). Execution Focus: Demonstrated ability to execute multiple concurrent product launches and effectively translate complex technical concepts. Communication: Exceptional written and verbal communication skills, with a talent for translating technical specifications into clear, concise, and persuasive marketing copy. Collaboration: Highly collaborative and comfortable working across multiple teams, including technical and non-technical stakeholders. Bonus Points (Preferred Qualifications) Experience marketing products built on Drupal or WordPress. Proficiency with Salesforce, Amplitude. What We Offer We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team. 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) 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 Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. To review the Employee and Applicant's Privacy Policy, click here. Visa Sponsorship is not available at this time.

Lead the modernization and scaling of the technical support organization, driving process improvements, automation, and cross-functional collaboration to enhance customer experience. | Over 10 years of technical support leadership in SaaS or similar environments, with proven success in scaling teams, implementing automation and AI, and managing support metrics and KPIs. | About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. Role Overview We are seeking a Senior Director of Technical Support to lead the transformation and modernization of our Technical Support organization. This role is responsible for evolving Support from a primarily reactive function into a scalable, predictable, and customer-centric operating system that delivers fast, high-quality resolutions at scale. The ideal candidate will combine strategic vision with operational rigor to redesign processes, operating models, and tooling –including the adoption of automation and AI-enabled support capabilities— to improve efficiency, reduce friction, and elevate the customer experience. This leader will play a critical role in enabling customer retention, satisfaction, and expansion by accelerating time-to-resolution, improving reliability and consistency, and strengthening the feedback loop between customers, Product, Engineering, and post-sales teams. Key Responsibilities Strategic Leadership Define and execute the vision and strategy for the Technical Support organization as a modern, scalable operating system, aligned with overall company goals and the end-to-end customer experience. Drive transformation initiatives, including process redesign, and the adoption of AI-enabled and automated support capabilities (ticketing, self-service, knowledge management, analytics, etc.) to reduce friction and improve outcomes. Partner cross-functionally with Product, Engineering, Customer Success, Services and Sales to proactively identify systemic issues, resolve root causes, and influence product roadmap priorities. Operational Excellence Own and continuously improve support KPIs, including SLA adherence, first response and resolution times, CSAT/NPS, backlog health and operational efficiency efficiency. Design and optimize workforce planning, capacity models, and scalable operating processes to support growth and predictable performance. Operationalize customer segmentation, ensuring the right support engagement model, and response path for different customer needs, complexity, and value. Team Leadership & Development Build, lead, and scale a high-performing Technical Support organization, including managers and engineers, across regions and customer segments. Foster a culture of accountability, customer obsession, and continuous improvement, grounded in clear expectations, metrics, and operating discipline. Define and evolve career paths and skills development opportunities to strengthen technical depth, leadership capability, and long-term retention. Customer Advocacy Act as a senior escalation point for critical customer issues, ensuring timely resolution, clear executive communication, and strong trust-based customer relationships. Translate customer insights, support trends, and root-cause analysis into actionable feedback for product improvements and proactive solutions. Required Qualifications 10+ years in Technical Support leadership roles within a SaaS, PaaS or technical environment. Proven experience scaling and modernizing technical support teams in a high-growth SaaS company. Strong operational and analytical skills with experience managing SLAs, support metrics, reporting, and driving continuous improvement through data Demonstrated success leveraging AI, automation, and self-service capabilities (e.g., AI-assisted triage, automated workflows, intelligent routing, knowledge management) to improve resolution times, efficiency, and customer experience. Experience leading support transformation initiatives, including redesigning processes, operating models, and tooling to reduce manual effort and increase predictability. Demonstrated success in cross-functional collaboration with Product, Engineering, Services and Customer Success teams. Excellent leadership, communication, and people management skills, with experience leading managers and senior technical talent. Hands-on experience with modern support platforms and ecosystems (Zendesk, SupportLogic, Salesforce Service Cloud, Freshdesk, Jira and AI-powered support and automation tools), including driving automation, analytics, and insight through these systems. Preferred Qualifications Experience supporting enterprise and high-touch customer accounts, including complex, mission-critical environments.. Strong technical fluency, including hands-on technical troubleshooting and understanding of PaaS architectures and distributed systems. Advanced experience implementing and scaling AI-driven support capabilities, such as intelligent triage, predictive insights, self-service optimization, or conversational AI. Track record of materially improving CSAT/NPS through sustained process improvements, culture change, and technology modernization. Leadership Profile Strategic thinker and operationally rigorous, able to translate vision into scalable execution. Customer-obsessed and highly empathetic, with a deep focus on reliability, responsiveness, and outcomes Data-driven, using metrics, insights, and experimentation to drive continuous improvement and measurable outcomes. Change-capable, comfortable leading organizational, process, and systems transformation. Systems-minded, leveraging automation, AI, and scalable operating models to reduce friction and improve predictability. Inspirational and grounded, able to lead, motivate, and develop teams in a fast-paced, high-growth environment. Impact in Year 1 In the first year, the Senior Director of Technical Support will fundamentally modernize and transform the Technical Support organization by: Implementing AI-enabled and automated support workflows that reduce manual effort, improve triage accuracy, and significantly shorten time-to-resolution. Driving measurable improvements in customer experience, including higher CSAT/NPS, faster response and resolution times, and increased reliability and consistency across support engagements. Reducing churn and supporting expansion by improving support predictability, accelerating issue resolution, and strengthening customer trust. Improving product adoption and customer value realization through better support coverage, proactive issue identification, and stronger self-service and knowledge capabilities. Establishing a scalable, data-driven support operating model that supports growth without linear increases in headcount. Strengthening cross-functional feedback loops with Product and Engineering, resulting in fewer repeat issues and improved product quality over time. What We Offer We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team. 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) 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 Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. To review the Employee and Applicant's Privacy Policy, click here. Visa Sponsorship is not available at this time.

Lead strategy, execution, and scaling of professional services to ensure predictable, profitable customer implementations and outcomes. | Extensive experience in SaaS or PaaS services, operational scaling, and P&L ownership, with a focus on automation and delivery models. | About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. Role Overview: The Senior Director of Professional Services leads the strategy, execution, and scaling of our customer implementation and services organization. This role owns delivery excellence, utilization and margin performance, customer outcomes, and tight alignment with Customer Success, Support, Product, and Sales. You will transform the services organization into a high performing, scalable engine that delivers predictable, profitable implementations while accelerating time-to-value, enabling long-term customer outcomes, and expansion through strategic,value-added services. This leader is both strategic and highly operational—comfortable redesigning organizations and processes while also rolling up their sleeves to fix execution gaps and drive measurable results. Key Responsibilities Services Strategy & Execution Define and execute the Professional Services strategy aligned to company growth, customer segmentation, customer experience,product maturity and expansion opportunities Own end-to-end implementation delivery, onboarding, and paid services offerings across the customer lifecycle – driving time-to- value and long-term customer outcomes Establish scalable, repeatable delivery models (standard, accelerated, enterprise, solution partner-led, etc) aligned to customer segment and complexity Drive predictable project timelines, quality, and customer satisfaction Financial & Operational Ownership Own services P&L, including revenue forecasting, margins, utilization, and cost controls Optimize capacity planning, utilization targets, and workforce models to support scale and predictability Improve forecasting accuracy and delivery predictability through disciplines operating rhythms and data-driven decision making Partner with Rev Ops and Finance on pricing, packaging, and margin optimization Team Leadership & Development Build, lead, and scale a high-performing, globally-distributed team of services leaders, project managers, consultants, and implementation specialists Set clear performance expectations, career paths, and development plans across regions and roles, fostering consistency and accountability Drive accountability, operational rigor, and a strong customer-first culture across internal teams and partner ecosystems Cross-Functional Alignment Partner closely with Customer Success to ensure seamless post-implementation handoffs, shared accountability for outcomes, and ongoing value realization Collaborate with Sales and Solutions Engineering on scoping, SOWs, and pre-sales alignment to ensure delivery feasibility and customer expectations are set correctly Work with Product to establish feedback loops from implementation challenges and customer needs to influence roadmap and product maturity Align with Support to ensure smooth transitions, clear, ownership, and issue escalation paths Process, Tools & Scale Design and implement scaleable, AI-enabled delivery processes, methodologies, and governance to improve predictability, speed, and quality Own and evolve services tooling (PSA, project tracking, resource management, reporting) leveraging automation and AI to optimize planning, delivery, and utilization Define, automate, and track KPIs such as time-to-value, on-time delivery, CSAT, utilization, and gross margin to enable proactive management and continuous improvement Qualifications & Experience 10+ years of experience in Professional Services or Implementation within a SaaS, PaaS or technology environment 5+ years in senior leadership roles managing managers and scaling services teams Proven experience owning a services P&L with strong margin and utilization outcomes Deep understanding of SaaS or PaaS delivery models, enterprise implementations, and customer onboarding Track record of operational transformation and scaling services in a growing organization Experience leveraging AI and automation to improve delivery efficiency, forecasting accuracy, utilization, and customer outcomes Strong executive presence with the ability to influence cross-functional stakeholders Experience with PSA and services operations tools (e.g., Rocketlane, NetSuite OpenAir, Salesforce, Jira, etc), including driving automation and insight through these systems Leadership Profile This role requires a leader who is: Execution-oriented – drives results, not just strategy Data-driven – uses metrics to identify issues and course-correct Customer-obsessed – focused on time-to-value and outcomes Change-capable – comfortable leading transformation and organizational maturity Collaborative – builds strong partnerships across post-sales and sales teams Systems-minded – leverages automation, AI, and scalable operating models to reduce manual effort and drive predictable outcomes Impact in Year 1 Improved implementation predictability and reduced time-to-value through standardized, automated delivery processes Clear services packaging, pricing, and delivery models in place, supported by scalable tooling and automation Improved services margin and utilization driven by better forecasting, capacity planning, and automation-endable efficiency Strong alignment with Customer Success, Sales and Product and Engineering enabled by shared data, tooling, and operating rhythms A motivated, accountable, and scalable Professional Services team supported by clear processes, automation, and modern systems Position Services as a value multiplier: help customers realize value quickly, ensure customers maximize ROI from Pantheon, deliver strategic guidance so that customers see Pantheon as more than a tool and understand the path to measurable business outcomes. What We Offer We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team. 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) 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 Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. To review the Employee and Applicant's Privacy Policy, click here. Visa Sponsorship is not available at this time.