Customer Success Manager

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 work with a diverse portfolio of approximately 20 customers with the core goal of helping them realise business value with Paddle. You will be focussed on driving outcomes for our customers, using your product and industry knowledge to identify growth opportunities, and your ability to build a compelling narrative and influence key stakeholders 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 our products and methodologies - ensuring they are set up to Operate and Grow better with Paddle.

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

- Develop trusted advisor relationships with customer st...