I’m thrilled to introduce myself as the new Chief Customer Officer at Pantheon. Since joining, I’ve been fully immersed in learning about our team, product, customers, partners and the open-source ecosystem at large. I couldn’t be more energized for the opportunity ahead.
For the past 15 years, I’ve focused on helping mid-stage SaaS companies break through plateaus, accelerate growth, and scale through pivotal transformations—whether IPOs, strategic expansions, or acquisitions—keeping customer value and experience at the core. At Pantheon, my priority is to elevate the customer experience by building a framework and operating model that not only deepens relationships but also drives long-term success for our customers and partners.
My top priorities for the next 90 days
- Deepening customer insights – Launching a Voice of the Customer (VoC) initiative to gain a clear understanding of what our customers expect, need and value. The first step is a customer sentiment survey launching in April, which I strongly encourage every customer to participate in. This will allow us to refine our strategy, optimize operations, and ensure we’re delivering real, measurable value and outcomes.
- Enhancing early engagement – Strengthening our approach to customer onboarding and early lifecycle interactions to proactively identify opportunities for improvement. By engaging earlier, we can better set customers up for success from day one.
- Strengthening customer and partner alignment – Kicking off an in-person roadshow to meet with customers and agencies in key regions to build stronger relationships, gather direct feedback, and align more closely with their needs.
- Optimizing services and support – Ensuring our customers receive the right services and support at the right time with the right expertise to maximize value and outcomes.
What does this mean for Pantheon customers?
It means we’re committed to more than just problem-solving. Jumping in when something breaks is important, but true partnership goes beyond crisis management. Our goal is to build proactive, consistent relationships that support and empower our customers and partners at every stage of their journey.
We also want to create moments that feel unexpected and meaningful—experiences that remind you just how valued you are. It’s not about grand gestures, but about ensuring every interaction is thoughtful, seamless, and genuinely focused on creating successful outcomes.
At the end of the day, it’s about partnership. I’m here to make sure that every touchpoint with Pantheon strengthens that partnership and delivers real, lasting value.
