Customer Success Manager

6 days ago

California, United States Pavilion Full time
About Pavilion

Pavilion’s mission is to improve the lives of all Americans by making public procurement work better. As consumers, public servants can do almost anything quickly and online. But at work, completing a purchase on behalf of their agency takes months — or years — and relies on tech that hasn’t changed since the ‘90s. The process isn’t just painful for public servants; long timelines and high costs deter many businesses from serving this $2T / year industry and produce suboptimal outcomes for Americans who rely on public services.

Our marketplace empowers public entity buyers to find and buy from suppliers that have been pre-qualified to sell into the public sector, reducing costs and the time to purchase from months to just weeks or even days. We’ve already become the go-to resource for thousands of public entities that spend over $1.5B annually through our platform. Fueled by strong buyer growth, we’re now building out the supply side of our marketplace and scaling our paid supplier offering, “Pavilion Pro.”

About this role

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.

This hybrid role is based in our downtown San Francisco office and is part of Pavilion’s go-to-market team.

What you’ll do:

  • 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.

This role is a good fit if:

  • 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.

Pavilion’s compensation philosophy: Be generous with equity, meet needs with salary. We like to make our best offer to candidates up-front to promote fairness in compensation for all candidates.

  • Salary: The expected salary range for this position is $144k - $153k

  • Equity: We offer a higher than average equity package compared to companies in our stage

#J-18808-Ljbffr

  • Senior Customer Success Manager

    6 days ago

    California, United States Censys Full time

    At Censys, we know the internet and cloud better than anyone else. Censys stands at the forefront of internet and cloud expertise, empowering customers through our Attack Surface Management solutions. We offer a unique attacker-centric perspective, providing a comprehensive view of external internet and cloud assets to prioritize and mitigate critical risk...

  • Senior Customer Success Manager

    6 days ago

    California, United States Censys Full time

    At Censys, we know the internet and cloud better than anyone else. Censys stands at the forefront of internet and cloud expertise, empowering customers through our Attack Surface Management solutions. We offer a unique attacker-centric perspective, providing a comprehensive view of external internet and cloud assets to prioritize and mitigate critical risk...

  • Customer Success Professional

    7 days ago

    California, Missouri, United States Encompass Technologies Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Encompass Technologies. As a key member of our customer success team, you will be responsible for fostering strong relationships with our customers, driving product adoption, and facilitating ongoing engagement.Key ResponsibilitiesCultivate and maintain strong...

  • Strategic Customer Success Manager

    3 hours ago

    San Francisco, California, United States Atlassian Full time

    About the RoleWe are seeking a highly skilled Strategic Customer Success Manager to join our team at Atlassian. As a key member of our Customer Success organization, you will be responsible for driving customer value realization and ensuring the successful adoption and expansion of our solutions.Key ResponsibilitiesDevelop and maintain trusted advisor...

  • Lead Customer Success Strategist

    2 weeks ago

    California, Missouri, United States Freshworks Full time

    OverviewFreshworks is seeking a talented and experienced Senior Customer Success Manager. Our mission is to empower businesses to enhance their customer and employee experiences through innovative software solutions.About UsBased in San Mateo, California, Freshworks operates globally, serving over 65,000 companies ranging from startups to established...

  • Senior Manager, Customer Success Strategist

    4 days ago

    San Francisco, California, United States Atlassian Full time

    About the RoleWe are seeking a highly motivated and experienced Senior Manager, Customer Success Strategy, to join our Customer Experience & Strategic Programs team at Atlassian.Key ResponsibilitiesStrategic Planning: Develop and implement comprehensive enterprise customer success strategies that align with Atlassian's business goals and customer...

  • Customer Success Strategist

    7 days ago

    San Diego, California, United States ServiceNow Full time

    About the RoleServiceNow is seeking a highly skilled Portfolio Success Manager to join our post-sales organization. As a key member of our team, you will play a critical role in accelerating platform adoption and improving customer outcomes.Key ResponsibilitiesDrive product adoption and reduce attrition across a portfolio of customers.Analyse customer...

  • Customer Success Manager

    1 week ago

    Los Angeles, California, United States Starry Full time

    About StarryStarry is an Equal Opportunity workplace that welcomes people from all over the world to share their knowledge and perspectives. We're proud to be an internet service provider committed to simplicity, transparency, and delight.Our mission focuses on two things: providing high-speed internet to underserved communities and delivering an exceptional...

  • Customer Success Engineer

    2 weeks ago

    California, United States pixitmedia Full time

    Join Our Team as a Professional Services EngineerABOUT PIXITMEDIA:Pixitmedia, a subsidiary of Kalray, is at the forefront of providing innovative solutions for the Media & Entertainment sector. Our parent company, Kalray, is a prominent French Deep Tech firm known for its cutting-edge hardware and software technologies tailored for high-performance,...

  • Customer Success Representative

    7 days ago

    Santa Clara, California, United States VisitorsCoverage Inc. Full time

    About VisitorsCoverage Inc.We are a leading InsurTech company revolutionizing the way travelers search, compare, purchase, and manage their travel insurance.Job SummaryWe are seeking a highly motivated and customer-focused individual to join our growing customer service team as a Customer Success Representative. In this role, you will be responsible for...

  • Senior Customer Success Director

    5 days ago

    El Segundo, California, United States IntelligenceBank Full time

    Job Summary:We are seeking a highly skilled Senior Customer Success Manager to join our North American Customer Success team at IntelligenceBank. As a key member of our team, you will be responsible for building strong relationships with our customers, driving adoption and value realization, and ensuring retention and growth across a portfolio of...

  • Senior Customer Success Engineer for Enterprise Clients

    2 weeks ago

    Carpinteria, California, United States Procore Technologies Full time

    Job OverviewWe are seeking a dedicated Customer Success Engineer to enhance the success of Procore's Enterprise clientele. In this position, you will act as the product advocate for Procore and function as a subject matter expert.Your success in this role will be measured by the customer's ability to adopt and achieve significant business performance...

  • Client Success Specialist

    2 weeks ago

    California, Missouri, United States Withleaf Full time

    Job Title: Customer Success ManagerLocation: US (Remote)Job Overview:The Customer Success Manager at Withleaf is integral to our Commercial Team. Leveraging extensive technical, product, and industry expertise, this role is dedicated to ensuring our clients in the agricultural sector receive outstanding service and support to fully utilize Withleaf's...

  • Client Success Strategist

    2 weeks ago

    California, United States Sellers Hub Full time

    About Sellers Hub:Sellers Hub is an innovative SaaS company focused on transforming the logistics sector. Our advanced platform equips clients with exceptional insights and efficiencies, enabling them to manage intricate supply chains effortlessly. We are in search of a proactive and enthusiastic Customer Success Manager to enhance our team.Position...

  • Customer Engagement Manager

    2 weeks ago

    California, Missouri, United States Withleaf Full time

    Job Title: Customer Success ManagerLocation: US (Remote)Job Overview:The Customer Success Manager at Withleaf is a crucial member of the Commercial Team. Leveraging extensive technical, product, and industry expertise, this role is dedicated to ensuring our clients in the agriculture sector receive outstanding service and insights to optimize the value of...

  • Senior Customer Success Architect

    2 weeks ago

    San Diego, California, United States ServiceNow Full time

    Job OverviewYou will be an integral member of the Customer Outcomes team, dedicated to enhancing platform utilization and optimizing client results.Key Responsibilities:Manage Relationships: Cultivate and maintain executive-level connections with C-suite executives including CIOs, CFOs, CHROs, and other key business leaders across 1-3 major enterprise...

  • Client Success Operations Manager

    2 weeks ago

    Santa Clara, California, United States Palo Alto Networks Full time

    Job OverviewThe Client Success Operations Manager (CSOM) serves as a critical link between Clients, Sales, Customer Success, and the Services & Support divisions.Key Responsibilities:Oversee the delivery of Support and Service components to designated strategic accounts within the Enterprise and Mid Market sectors, ensuring alignment with Client expectations...

  • Client Success Manager

    5 days ago

    California City, California, United States Tier Eleven Full time

    About Tier ElevenTier Eleven is a leading digital marketing agency that specializes in delivering exceptional results for our clients. We are a collective of disciplined, driven, passionate, and talented professionals who are committed to making a real impact in a fast-paced, collaborative, and global environment.Job SummaryWe are seeking a highly skilled...

  • Client Success Leader

    2 weeks ago

    California, Missouri, United States RelationalAI Full time

    At RelationalAI, we are pioneering the next generation of data-driven systems that learn, reason, and predict, utilizing our cloud-native relational knowledge graph management platform. We are assembling a worldwide team of outstanding individuals who motivate and respect each other to fulfill our mission. Our team is characterized by intellectual curiosity,...

  • Senior Financial Planning

    2 weeks ago

    Santa Clara, California, United States ServiceNow Full time

    Job OverviewKey Responsibilities:This position serves as a vital collaborator with the Strategic Finance team, overseeing a comprehensive Services Profit and Loss statement and sales expenditures while delivering strategic insights and analyses to foster business growth.The individual in this role will be accountable for forecasting and managing both revenue...