Customer Success Manager - job 1 of 2

What do we do?

Paddle offers digital product companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better. 

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 5000 software sellers in 245 territories globally. 

The Role:  

We are looking for a Customer Success Manager to join our Customer Success team; responsible for the successful onboarding and subsequent growth, retention, and advocacy of a portfolio of customers. You will play a pivotal role in the experience our largest customers have with Paddle, proactively guiding them through their journey with us post-launch, prioritising their revenue growth, and ensuring they fully realise the value of our platform. 

As a Customer Success Manager at Paddle, you will use your product and industry knowledge to identify growth opportunities for your customers. You will be focussed on driving outcomes for your customers, utilising the strong customer relationships you have fostered and your ability to influence and create a narrative to achieve results. You will drive revenue realisation and revenue retention for Paddle across our top customer base, becoming a core player in our wider commercial team.

What you'll do: 

• Ensure the successful onboarding of new customers, through demonstrable knowledge of Paddle’s products, solutions and methodologies.

• Develop trusted advisor relationships with customer stakeholders and executive sponsors to maximise the value your customers realise with Paddle.

• Help your customers create a world-class online buying experience providing them with best practice guidance on acquisition and retention flows, billing and support operations.

• Identify opportunities for revenue growth and leverage your expertise and influence to ensure the successful execution of those strategies.

• Be an internal advocate for your customers, collaborating closely with cross-functional teams to translate your customers’ business needs into effective customer solutions.

• Support our Sales and Marketing teams by contributing to the development of customer references, success stories and case studies.

We'd love to hear from you:

• Demonstrable success and progression in Customer Success Management roles, owning the success of a diverse portfolio of fast-growth customers.

• Experience working with customers within Payments, Fintech, and/or Software companies is desirable. 

• Excellent communication skills with the ability to distil complex thoughts and strategies into simple, actionable recommendations.

• Be naturally driven, resilient and proactive in your approach to working with customers, with the ability to identify and remove barriers to ensure that outcomes are achieved.

• Be analytical, with a strong understanding of software sales and subscription KPIs and the ability to extract actionable insights from raw data and trends. 

• Experience in providing best practice advisory on core SaaS strategies, such as customer acquisition, customer retention / churn prevention, payments performance, revenue expansion, user experience, localisation.

• Experience working within a Merchant of Record model is desirable.

• Ability to liaise with multiple internal teams, departments and stakeholders.

• Ability to intelligently position the value of Paddle products and business model to customers.

• Quickly build product knowledge to help our customers learn and navigate our product and manage external change management processes. 

• A natural tendency to be “customer first”, willingness to go the extra mile and continuous desire to learn.

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.

Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. 

Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. 

We live and breathe our values, which are:

Paddle for others

Paddle together

Paddle simply

We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives. 

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish  hubs, or even a bit of both! We offer all team members unlimited holidays and enhanced parental leave. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.