Manager, Customer Success

About Pave

At Pave, we believe the world of compensation is broken, and we’re going to fix it. Today, teams cobble together hundreds of messy spreadsheets and outdated surveys to determine how to compensate their employees. At best, they’re leveraging stale data from an industry that is quickly evolving past it. Add COVID, a new remote and distributed workforce, and you have an even blurrier picture of what “market compensation” is, how it’s evolving, and how to communicate it to employees.

That’s where we come in. Pave allows companies to benchmark compensation to leaders in their industry, analyze internal compensation data and make the right adjustments, then visually communicate compensation to their employees.  We’re building the world’s largest real-time compensation data platform on the path to help employers and employees navigate the murky world of compensation with clarity, equity, and accessibility. And you don’t have to just hear it from us — you can hear it from our customers: Allbirds, Hover, Shopify, Discord and more.

Our Team

We are hiring a Manager to help lead our rapidly growing Customer Success Team at Pave. This is an incredible opportunity for a people leader to help define and iterate on our approach to Customer Success!

This person will report directly to our Customer Success Leader and will be instrumental in crafting and executing on our Customer Success strategy. As a customer-centric organization, Pave is laser-focused on ensuring that all customers continuously see an overwhelming sense of value throughout every part of the customer journey (from implementation to renewal). 

As the connective tissue for the entire company, our team acts as a strategic partner to both customers and our internal partners like Implementations, Product, Engineering, Support, Marketing, and Sales. We own the delivery of a world-class customer experience which turns regular customers into Pave champions.

This is a role that dreams are made of – every day you will enable, support, and grow a phenomenal team of Customer Success Managers which delight and inspire their customers.  

What we’re looking for:

• You’re a true empathetic leader – you actively listen and care deeply about the success of everyone on your team.
• You’re an excellent people manager – you know what it takes to hire, mentor, and manage a growing team of individual contributors passionate about engaging customers to drive successful customer outcomes.
• You’re data driven to a fault – you cultivate our team wins by establishing goals, tracking progress, measuring outcomes, and recognizing patterns which will drive our strategy direction.
• You’re a brilliant communicator and collaborator – whether you are talking with people on your team or an exec over Zoom, you know exactly what/when/how to say it.
• You love rapid iteration – refining our processes, systems, and customer journey (like renewals and QBRs) is your favorite pastime. 
• You’re a teacher at heart – the thought of building playbooks and training your team is better than any love song.
• You’ve got a green thumb – you forecast with laser-like precision and drive amazing net-revenue retention rates to grow Pave’s business. 
• You’re the Voice of our Customers.

 

What you’ll bring:

• You have 2+ years of managing a high-performing team of CSMs and 5+ years customer success, account management, or similar experience.
• You have proven experience working at a technology company, preferably B2B SaaS
• You have exposure to the full customer lifecycle including technical Implementations and Support teams.
• You have experience owning and managing renewal metrics (like NRR, GRR, logo retention).
• You love to mitigate and resolve escalations.
• You are eager to take on new challenges and thrive in a fast-paced environment.
• You inspire others to grow and be the best possible versions of themselves.
• Your superpower is the ability to understand the “Why” behind customer requests, and work across internal teams to devise creative solutions to achieve the desired outcome while aligning with internal bandwidth & resource constraints

 

Our Compensation Philosophy

Pave’s compensation philosophy is to target the 75th percentile of the market for both cash and equity. This means that the “mid point” of every band at Pave is the 75th percentile of the broader market.

Pave also has a merit-based philosophy when it comes to compensation increases. We run a performance cycle twice per year to evaluate employees’ performance. Higher than average performance ratings result in compensation increases to the upper end of the individual’s compensation range for their role. The result is that high performers at Pave are paid above the 75th percentile of the market at large.

Pave is committed to pay equity. If you get an offer from Pave, it will be based on your level as determined by your interview performance. And nothing else. We explicitly do not negotiate salary and equity to ensure that we aren’t introducing bias that could lead to pay inequities within the team between candidates who have different negotiation tactics.

Our Mission

🎉 Make compensation open, transparent, and fair.

Our Values

💡Be Intellectually Honest

☀️ Be Transparent

🔥 Bring Your Fire

⏰ Focus On Impact

🤗 Hug Of Jawn

💪 Stretch The Rubber Band

 

Life at Pave

Pave is growing incredibly fast, and we have high ambition. We've complemented our ambitious goals with a world-class culture and a variety of amazing benefits. Some of these include:

Compensation: Competitive salary and startup equity for full-time employees

Wellness: Top tier health insurance along for full-time employees

Food: All meals while working, plus snacks. We take our snacking seriously

Commute: Commuter pre-tax benefit accounts + employer contribution for full-time employees

Tech: Choose your laptop and accessories of choice

Team: Retreats, happy hours, and events for our team, friends, and family

Flexible Time Off: Take the time you need - we encourage our team to unplug with unlimited PTO

WFH Wednesday: A dedicated work from home day each week + additional flexibility by team!

Location: Our company HQ is in San Francisco's FiDi with a high energy in-person culture. We also have a hub in NYC!

Pave is committed to a diverse and inclusive workforce. We are an equal opportunity employer and do not discriminate on the basis of race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request accommodation, please email [recruiting at pave].

 

A final note — we highly encourage you to apply for this role, even if you don’t feel entirely qualified, or entirely sure. You never know!

 

#LI-Onsite

 

Company Size: 51 - 250 People

Year Founded: 2019

Country: United States