Customer Success Engineer Manager, Pave
$166-186k
+ Equity
More information about location
3 days a week in office
Employee compensation tools
Job no longer available
Employee compensation tools
201-500 employees
Job no longer available
$166-186k
+ Equity
More information about location
3 days a week in office
201-500 employees
Company mission
To build the world's best compensation tools and easily accessible market data so companies can plan, communicate, and benchmark in real-time.
Role
Who you are
- 5+ years of experience in a technical customer-facing role
- 1-3 years of management experience leading technical teams in a fast-paced environment
- Strong technical aptitude with the ability to understand complex systems and communicate technical concepts to diverse, global audiences
- Ability to train and onboard new employees and ensure there are clear expectations set and managed to for new team members
- Exceptional problem-solving skills with a focus on balancing customer needs, business priorities, and technical feasibility
- Track record of building and scaling processes that enhance team efficiency and customer outcomes
- Experience with enterprise SaaS implementations and client relationship management
- Experience with HR tech is a plus
What the job involves
- You’ll become a Pave product and compensation expert and you’ll use that expertise to onboard and manage 30-40 customers at a time
- You’ll make sure your customers implement and get value from our products quickly, and tee them up for a healthy, long-term relationship with Pave
- You’ll do this in partnership with the Account Management team, the Sales team, the Product and Engineering teams to ensure our customers are successful
- Lead and develop a team of Customer Success Managers who serve as the primary technical interface between Pave and Customers
- Establish best practices, playbooks, configuration consistencies and operational processes to scale the CSE function while maintaining service quality
- Partner with Sales, Support, Marketing, Account Management and R&D teams to coordinate customer implementations, ensure successful product adoption, and be the voice of the customer
- Act as an escalation point for critical customer issues, working with technical teams to develop and implement timely resolutions
- Onboard and coach new team members to ensure success during their ramp period; drive down the time for a CSE to be fully ramped
- Work strategically with leaders to think about how we might scale the whole CSE service model while not compromising on customer satisfaction
- Provide 1:1 coaching and feedback to all team members based on their performance, customer interactions and recorded customer calls; uplevel skills across the team
Our take
Compensation survey and merit cycle processes are integral to so many businesses, and yet remain time-consuming manual activities. Staff often lack financial training resulting in spreadsheet induced errors. Pave saw a need to update and streamline the process.
The core advantage of Pave is its ease of integration with HRIS, ATS and cap table software, creating real-time compensation data views without the need for spreadsheets. Using the software creates a fair and transparent system that management can rely on and employees can respect. The company has seen strong momentum, with backing from big names like Y Combinator and az16.
Some organisations have been reluctant to adopt solutions like Pave’s on account of the radical transparency it provides. However, with companies like Credit Karma, Miro and Discord all signing on, Pave has proven its ability to draw lucrative enterprise-level clients. It also became a Unicorn in 2022 after an impressive Series C funding round, boding well for its longevity.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2022
$100m
SERIES C
Aug 2021
$46m
SERIES B
Total funding: $186.2m
Company benefits
- Compensation: 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!
Company HQ
Union Square, San Francisco, CA
Leadership
Matt Schulman
(CEO & Founder)Matt studied at the Wharton School before working as an Engineer at DollarsEd and spending 2 years as a Facebook Software Engineer. He left this role in June 2019 to co-found Pave in October.
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