Customer Success Manager

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 $110k - $153k

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