Analyst, Customer Operations

Why join Pave?

At Pave, our vision is simple - Make Compensation Fair. 

How are we going to get there? By building the most intelligent compensation platform, powered by the largest real-time compensation dataset on earth.

We partner with our customers to help them build and retain world-class teams through planning, communicating and benchmarking their team’s compensation in real time.  And you don’t have to just hear it from us — you can hear it from our customers: Hover, Airtable and more.

We’re growing fast, building an incredible team and product, and having plenty of fun as we do it in our San Francisco and New York City offices. 

If stretching the rubber band, building with intellectual honesty and focusing on impact sounds exciting - we highly encourage you to reach out. We’d love to partner on our journey to change the world of compensation!

Operations @ Pave: 

You’ll be based in our San Francisco or NYC office. You’ll be a core part of our Revenue Operations team, reporting to our Director, RevOps, while collaborating closely with our post-sales leaders.

Data Analysis & Reporting:

• Collect, analyze, and interpret data related to customer success metrics, including customer satisfaction scores, churn rates, renewal rates, and other key performance indicators.
• Generate and build reports and dashboards (e.g., Salesforce, Vitally, Looker) to provide insights into forecasting, customer behavior, trends, and opportunities for improvement.
• Utilize various analytical tools and techniques to identify patterns, correlations, and predictive insights to enhance customer success strategies.
• Produce reporting and analysis for board meetings (including churn analysis, renewal analysis, onboarding cohort analysis).

Process Optimization:

• Evaluate existing customer success processes and workflows to identify inefficiencies and areas for improvement.
• Collaborate with cross-functional teams, including Account Managers, Technical Account Managers, Sales, and Product Development, to streamline processes and enhance the overall customer experience.
• Establish methods of assessing and monitoring customer health and/or sentiment. 
• Implement automation solutions and tools to improve operational efficiency and scalability.

Customer Lifecycle Management: 

• Develop and maintain a deep understanding of the customer lifecycle journey, from onboarding to renewal.
• Identify opportunities to enhance customer engagement and satisfaction at each lifecycle stage.
• Work closely with Account Managers to develop personalized customer success plans and interventions based on data insights

Technology Enablement: 

• Evaluate and recommend customer success software platforms and tools to support operational efficiency and effectiveness.
• Assist in implementing and integrating new technologies to streamline processes and improve data management within the customer success team.

What we’re looking for:

• 2+ years’ experience in data analysis, preferably in a customer-facing or operational role.
• Proficiency in data analysis tools and software, such as Excel, Looker, and Tableau.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.
• Experience working with Salesforce
• Knowledge of customer success principles and practices is a plus.
• Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative.
• Bachelor's or Master's degree in Business Administration, Computer Science, or related field.

Compensation, It's What We Do.

This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Pave's total compensation package for employees. Your total rewards package at Pave will include equity, top-notch medical, dental and vision coverage, commuter benefits, catered lunch, an unlimited PTO policy, and many other region-specific benefits.Pave's salary range for this position $106,250—$125,000 USD

Our Compensation Philosophy

Pave’s compensation philosophy is to target the 75th percentile of the market for both cash and