Customer Success Manager

• Join the Customer Success team, responsible for the successful onboarding and subsequent growth, retention, and advocacy of a portfolio of customers. • Play a pivotal role in the experience Paddle's largest customers have, proactively guiding them through their journey post-launch and prioritising their revenue growth. • Work with a diverse portfolio of around 20 customers, helping them realise business value with Paddle. • Drive revenue realisation and revenue retention across the top customer base, becoming a core player in the wider commercial team.

• Bring demonstrable success and progression in Customer Success Management roles, owning the success of a diverse portfolio of fast-growth customers. • Communicate excellently, distilling complex thoughts and strategies into simple, actionable recommendations. • Be naturally driven, resilient, and proactive, able to identify and remove barriers so outcomes are achieved. • Be analytical, with a strong understanding of software and subscription KPIs and the ability to extract actionable insights from raw data and trends. • Bring experience providing best-practice advisory on core monetisation strategies, such as customer acquisition, retention and churn prevention, payments performance, localisation, and pricing and packaging.

• Have experience working with digital product companies in Payments and/or Fintech. • Bring a strong understanding of the Merchant of Record business model, able to position the value of Paddle intelligently. • Have contributed to customer references, success stories, or case studies. • Bring a natural curiosity and appetite for continuous learning.

• Ensure the successful onboarding of new customers through demonstrable knowledge of Paddle's products and methodologies, setting them up to operate and grow better. • Help customers create a world-class online buying experience, providing best-practice guidance on purchase journeys, retention flows, and billing operations. • Develop trusted advisor relationships with customer stakeholders and executive sponsors to maximise the value customers realise. • Identify opportunities for strategic and tactical revenue growth, using your expertise and influence to ensure successful execution of those monetisation strategies. • Be an internal advocate for your customers, collaborating with cross-functional teams to translate business needs into effective solutions. • Support Demand Generation teams by contributing to customer references, success stories, and case studies.

• Work digital-first, remotely, from one of Paddle's hubs, or a mix of both. • Take unlimited holidays. • Get 4 months' paid family leave regardless of gender. • Invest in your development through constant exposure to new challenges, an annual learning fund, and regular internal and external training.

Paddle offers digital product companies a completely different approach to payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, Paddle acts as a Merchant of Record for its customers, taking away the pain of payment fragmentation in a way that's faster, safer, and cheaper. Backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North, Paddle serves over 6,000 software sellers across 245 territories globally.