Customer Success Manager, Pavilion
$144-153k
+ Equity
3+ days a week in office
Shareable contract search for governments
Open for applications
Shareable contract search for governments
21-100 employees
Open for applications
$144-153k
+ Equity
3+ days a week in office
21-100 employees
Company mission
To improve the lives of all Americans by building technology that connects and empowers the people doing the work of procurement.
Role
Who you are
- 4+ years of industry experience in customer success, account management, or a similar role at a B2B-focused technology startup
- Comfort with open-ended problems in unstructured or ambiguous environments
- An entrepreneurial ownership mentality. You’ve been able to consistently and quickly deliver impact, even when you’ve had to operate with high levels of ambiguity. You’re an owner at heart: you take responsibility for outcomes
- Outstanding written and verbal communication, relationship-building skills. You’re a practiced and clear communicator with strong intrapersonal skills. You’re able to navigate building relationships and communicating with different types of internal and external stakeholders, from in-the-weeds implementation partners to business executives
- Demonstrated ability to learn and iterate at high velocity. You’re a strong problem-solver with a growth mindset. You can point to many instances where you’ve had to learn something new or rapidly develop domain expertise to deliver impact
- A track record of influencing without authority. You have experience shaping key decisions to meet or exceed goals around customer retention and expansion, even in complex customer engagements. You’re able to deliver a great customer experience with empathy, mapping and influencing key stakeholders in the process. You also have experience influencing internal decisions, e.g. shaping a product roadmap based on your customer insights
What the job involves
- As our team’s first Customer Success hire, you’ll play a critical role in helping us scale the supplier side of our marketplace.
- You’ll directly manage a book of business: you’ll onboard, manage, and retain paid suppliers (“Pros”). In the process, you’ll stand up zero-to-one processes and playbooks, help the organization quickly learn from our experiences, and shape strategic decisions about customer acquisition and product functionality.
- This isn’t a typical Customer Success role. At Pavilion, you’ll have a direct impact on the company’s revenue growth, the product’s development, and the quality of the product experience for both suppliers and the public entities we serve
- Onboard, retain, and grow Pro supplier accounts. You’ll onboard new Pro suppliers, manage relationships with existing customers, and strengthen customers’ engagements with Pavilion through renewals and expansion
- Configure account settings for customers to optimize their experience. You will review customer data, interact with internal tools and dashboards to diagnose performance, and translate customer information and documents into implementation settings
- Own the customer relationship. You’ll own the customer relationship with Pros, serving as a trusted advisor and partner to executive and senior leadership across various functions
- Define Customer Success playbooks and processes. Set the standard for an excellent customer experience and build the playbooks and processes to support this experience for your customers
- Synthesize, prioritize, and share learnings cross-functionally to shape product and business decisions. You’ll work closely with cross-functional partners, especially product and sales, to distill learnings from your experience with Pro suppliers, clearly synthesize and prioritize those learnings, and work with internal stakeholders to translate them into targeted improvements. You’ll directly shape the product development and sales targeting processes
- Scale your work: Drive zero-to-one processes to improve our playbooks, finding opportunities for automation, customer self-serve, and other potential solutions as the business continues to grow
Our take
Public procurement accounts for around $2 trillion per year, but the process is held back by outdated technology – something that Pavilion (formerly CoProcure) co-founder Mariel Reed learned all too well while working for the City of San Francisco.
In a bid to connect government agencies with private vendors, Pavilion offers a central marketplace where government buyers can access cooperative contracts with other public agencies and expedite the contracting process.
The company is currently focusing on growing its user base, and encouragement can be taken from the fact that it received substantial financial backing from Forerunner Ventures and has been rapidly scaling up its team.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 4 rounds)
Mar 2022
$22m
SERIES A
May 2020
$2.4m
SEED
Total funding: $26m
Company benefits
- Equity options: We offer a higher than average equity package compared to companies in our stage
Company values
- Empower public servants: We strive to build products and experiences that enable public sector buyers to better serve the public. Our decisions are anchored by our expertise, empathy, and relationships with public sector buyers
- Champion ensemble: We do our best work alongside teammates that are highly collaborative, curious, and courageous. We’re hungry to improve ourselves, each other, and our organization
- Build a big tent: We care about building spaces that are welcoming and inclusive. In our product and as a team, we put in extra effort to support and enable diverse groups and move the public sector procurement industry forward
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Mariel Reed
(Founder & CEO)Worked in Innovation & Strategy for the Mayor's Office of San Francisco before co-founding CoProcure. Previously worked at Coursera as Regional Manager for Asia, and as a Project Coordinator for the China Medical Board
Salary benchmarks
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