Senior Business Systems Analyst - Customer Lifecycle

Pantheon; Vancouver; Remote; CAD 107,000 - 118,000; Full time

Job summary

A leading web operations platform is seeking a Senior Business Systems Analyst to drive customer lifecycle optimization. This role involves managing technology systems, leading cross-functional initiatives, and optimizing customer retention metrics. Candidates should have 5+ years of experience with Salesforce and Zendesk. The position is remote but candidates must be based in Canada, preferably in Vancouver or Toronto. The salary range is CAD 107,000 - 118,000, plus potential performance bonuses.

Benefits

Performance bonus depending on company performance

Qualifications

• 5+ years managing enterprise SaaS platforms (Salesforce and Zendesk required).
• Track record of improving retention/expansion metrics through systems optimization.
• Experience working cross‑functionally with Sales, Customer Success, and Support teams.

Responsibilities

• Optimize customer systems and translate business objectives into solutions.
• Lead projects from requirements gathering to implementation.
• Define and monitor KPIs for customer journey systems.

Skills

Managing enterprise SaaS platforms

Strong project management skills

Building and optimizing technology stacks

Ability to translate technical concepts

Experience with requirements documentation

Tools

Salesforce

Zendesk

Job description

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

Join Pantheon's Business Systems team as a Senior Business Systems Analyst focused on customer lifecycle optimization. Reporting to the Director of Enterprise Systems, you’ll lead the development and management of technology systems that support our customer journey from onboarding through renewal.

Remote – Canada-based

We are only considering candidates based in Canada for this position, with a preference for those located in Vancouver, BC, or Toronto, ON.

What You Need to Succeed:

• Optimize Customer Systems: Partner with stakeholders to uncover underlying business objectives and translate them into strategic Salesforce and Zendesk solutions, while directly managing related tools to drive measurable improvements in customer retention and expansion revenue.
• Define Requirements: Define requirements for developers working cross‑functionally to deliver seamless solutions.
• Drive Process Improvement: Partner with Sales, Customer Success, and Support teams to streamline workflows and eliminate bottlenecks.
• Manage Projects: Lead multiple cross‑functional initiatives from requirements gathering through implementation.
• Track Performance: Define and monitor KPIs for customer journey systems; create dashboards and reporting.
• Implement Solutions: Participate vendor selection, implementation, and ongoing management of third‑party tools.
• Enable Teams: Deliver training, documentation, and change management for new system rollouts.
• Balance Priorities: Assess technical constraints against business needs to maximize ROI.

What You Bring to the Table

• 5+ years managing enterprise SaaS platforms (Salesforce and Zendesk required).
• Proven experience building and optimizing customer success, support, and professional services technology stacks.
• Strong project management skills with ability to handle multiple concurrent initiatives.
• Experience with requirements documentation, UAT testing, and release management.
• Ability to translate technical concepts for non‑technical stakeholders.
• Track record of improving retention/expansion metrics through systems optimization.
• Experience working cross‑functionally with Sales, Customer Success, and Support teams.

Nice to Haves

• Salesforce Administrator, Developer, Business Analyst, or Platform App Builder certifications.
• PMP, CAPM or PRINCE2 certifications.
• Experience with customer data platforms (CDPs) and integration tools.
• Knowledge of customer success metrics and methodologies.
• Background in SaaS or technology companies.
• Experience with Agile/Scrum methodologies.

Pantheon is an equal opportunity/affirmative action 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 [e-mail]. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

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The Canadian base salary range for this position is between 107,000 - 118,000 CAD per year. This position also offers a performance bonus dependent on company performance. Our salary ranges are determined by role, level, and location.

Visa Sponsorship is not available at this time.