Customer Success Manager

San Francisco, CA | New York, NY

Why join Pave?

At Pave, our vision is simple - Make Compensation Fair. 

How are we going to get there? By building the most intelligent compensation platform, powered by the largest real-time compensation dataset on earth.

We partner with our customers to help them build and retain world-class teams through planning, communicating and benchmarking their team’s compensation in real time.  And you don’t have to just hear it from us — you can hear it from our customers: Hover, Sweetgreen, Airtable and more.

We’re growing fast, building an incredible team and product, and having plenty of fun as we do it in our San Francisco and New York City offices. 

If stretching the rubber band, building with intellectual honesty and focusing on impact sounds exciting - we highly encourage you to reach out. We’d love to partner on our journey to change the world of compensation!

Our Team 

We are seeking a Customer Success Manager (CSM) to join the Customer Success Team at Pave and work with some of our most strategic customers. This is an incredible opportunity to join a team that is delivering world-class customer experience to customers such as LogRocket, Envoy, and Hiya. 

At Pave, our role is to ensure that our customers continuously make the most of Pave’s platform while meeting their business goals and strategic initiatives. As the connective tissue for the entire company, our Customer Success team also works with our internal partners such as Product, Engineering, Marketing, and Sales to focus on the health and growth of our customers.

What you'll do:

• Serve as the point of contact for your customers and drive them to specific business outcomes on or before their timelines
• Become a product expert on Pave and how our platform can be used to hone companies compensation philosophy, increase pay transparency and drive efficient and fair compensation cycles. 
• Provide insightful recommendations on the most efficient way for customers to achieve their goals in Pave
• Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that focuses on renewals, expansion, and advocacy
• Influence Pave’s strategy and product priorities to drive adoption and retention by being the voice of the customer
• Work cross-functionally to resolve customer business issues and work toward mutual goals

What you’ll bring:

• You have 3+ years in SaaS in a relationship management role (Customer Success, Account Management, or similar).  
• You excel at growing and nurturing customer relationships and have a strong business acumen. 
• You are able to map the entire post-sales customer journey – from kick-off to renewal you drive continuous usage/adoption to ensure customer retention.
• Be highly empathetic to customers, with a proven track record of long-term customer retention.
• You have leveraged data and analytics to identify trends, iterate, and measure impact on customers. 
• You enjoy negotiations and have worked with procurement teams on renewals. 
• You are eager to take on new challenges and thrive in a fast-paced environment.
• Possess clear and thoughtful communication skills, with strong critical thinking ability. 
• You have expertise in typical CS tooling stack like Salesforce, Gong, Clari, Dealhub, Vitally (or similar), Looker, Jira, Zendesk, etc. 
• Possess the technical competency to understand Pave’s software and build great relationships with customers.

Compensation, It's What We Do.

This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Pave's total compensation package for employees. Your total rewards package at Pave will include equity, top-notch medical, dental and vision coverage, commuter benefits, catered lunch, an unlimited PTO policy, and many other region-specific benefits.

Pave's salary range for this position

$127,500—$172,500 USD

Our Compensation Philosophy

Pave’s compensation philosophy is to target the 75th percentile of the market for both cash and equity at your job level. 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.

FAQ’s: 

How big is Pave today? 

We were founded in late 2019, and have grown to 160 employees across San Francisco, New York and the UK.

Where are the Pave offices? 

Our company HQ is in San Francisco's FiDi with a high energy in-person culture. We also have an office in NYC and a hub in England. 🌁 🗽 🇬🇧

What do employee benefits at Pave look like? 

As an employee at Pave, you will have your choice of medical, dental and vision insurance, as well as access to mental health services and other perks to promote your wellbeing. To enhance your personal and professional growth, you will have a monthly L&D stipend. We take our snacking seriously - employees receive catered lunch, dinner and many fun snacks throughout the day.

Who are some of Pave’s customers? 

Pave is working with 5,500+ companies today, including some of the best technology logos out there like Credit Karma, RO, Faire, Dropbox, Airtable, Sweetgreen, Checkr, Hubspot, Snackpass, Attentive and more!

What can I expect in interviewing at Pave? 

At Pave, we value intellectual honesty and transparency, and we bring this to our interview process. Throughout your time interviewing with us, we will be evaluating where you can best make an impact through multiple conversations with your recruiter, hiring manager, peers and cross-functional partners. We also use our interviews to determine leveling, which is finalized at the end of your interview process by your hiring manager. The majority of our roles have 3-5 interview rounds. You can expect to hear back from our team within 7 days of application, as well as within 2 days after each interview round. Once we extend an offer, we hope to hear back from you within 1 week. It is extremely important to us that we find a great mutual fit - we’re excited to get to know you!

More Questions?  Check out our candidate resources page! 

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@pave.com.