Customer Success Engineer, Manager

Pave • New York, NY

95d • $174,000 - $180,000

About The Position

At Pave, we're building the industry’s leading compensation platform, combining the world's largest real-time compensation dataset with deep expertise in AI and machine learning. Our platform is perfecting the art and science of pay to give 8,500+ companies unparalleled confidence in every compensation decision. Top tier companies like OpenAI, McDonald’s, Instacart, Atlassian, Synopsys, Stripe, Databricks, and Waymo use Pave, transforming every pay decision into a competitive advantage. $190+ billion in total compensation spend is managed in our workflows, and 58% of Forbes AI 50 use Pave to benchmark compensation. The future of pay is real-time & predictive, and we’re making it happen right now. We’ve raised $160M in funding from leading investors like Andreessen Horowitz, Index Ventures, Y Combinator, Bessemer Venture Partners, and Craft Ventures.

Requirements

• 5+ years of experience in a technical customer-facing role
• 0-2 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 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

Responsibilities

• 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

Benefits

• Complete Health Coverage: Comprehensive Medical, Dental and Vision coverage for you and your family, with plenty of options to suit your needs
• Time off & Flexibility: Flexible PTO and the ability to work from anywhere in the world for a month
• Meals & Snacks: Lunch & dinner stipends as well as fully stocked kitchens to fuel you
• Professional Development: Quarterly education stipend to continuously grow
• Family Support: Robust parental leave to bond with your new family
• Commuter Assistance: A commuter stipend to help you collaborate in person

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees