Senior Customer Success Manager

Job Description

What we do?

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

We have over 230+ talented employees serving over 3000 software sellers in 245 territories globally. Backed by investors including FTV Capital, Kindred, Notion, and 83North, Paddle aims to define the next wave of B2B SaaS leaders.

The Role:

We are looking for a Senior Customer Success Manager who’s responsible for the successful integration, onboarding and subsequent growth, retention, and advocacy of our largest customers. You’ll play the key role in driving growth optimizations, delivering revenue realization, advising our customer portfolio on growth strategies, and ensuring the retention of our top existing customers.

We are looking for a Senior Customer Success Manager who has experience advising SaaS businesses on their growth and building a strong customer advocacy base. We are building a more sophisticated process to onboard our customers efficiently, help them drive their own business successfully, and build long-term strategic relationships. Does this sound like a challenge you can take on?

What you’ll do:

• Onboard, consult with, and advise some of our largest and most strategically complex SaaS Customers.
• Work closely with Sales and Solution Architects and articulate value throughout the onboarding process to ensure the customers are set up for success.
• Power the growth of your accounts, through proactive advice on Paddle’s products and services as well as driving tailored advice on growth strategies and recommending best practices.
• Identify strategic (commercial) growth opportunities with your customer portfolio based on data.
• Be the main point of contact for your accounts and proactively build relationships that are founded on trust and will last under pressure.
• Set up performance management and carry out quarterly business reviews with key account stakeholders.
• Be proactive in identifying retention risks with your accounts and devising and executing strategies to mitigate these risks.
• Manage time-sensitive, cross-functional initiatives and projects in a fast-paced, highly entrepreneurial environment with little supervision.
• Establish and maintain productive peer-to-peer relationships with internal Paddle stakeholders, Solution Architects, Customer Marketing, Product, and key customers
• Collaborate with VP’s, solutions architects, product and marketing to gather feedback and prioritize opportunities.
• Work with technical, product, legal, financial, and sales teams to develop and understand the relevance of new features for your accounts based on their needs.

We would love to hear from you if:

• You have a proven, demonstrable experience in customer success management or growth advisory roles within the SaaS, FinTech or Payments industry.
• You have strong consultative and business advisory experience with C-level stakeholders.
• You are used to managing strategic relationships with multiple stakeholders at multiple levels in an organization, including technical teams, finance groups, and senior executives.
• You have experience leading integration and onboarding projects with large mid-market companies
• Ability to manage multiple projects with demonstrable skills in planning and facilitating meetings and training, conflict resolution, and driving cooperation across stakeholders.
• Analytic approach with a strategic mindset, leveraging a data-driven approach to prioritize your plans and actions.
• Deep knowledge of strategic customer management best practices and processes to drive account satisfaction, increase retention, and grow your accounts.
• Proven track record of meeting or exceeding performance targets.
• An enthusiastic and resilient personality - excited by the opportunity to be a trailblazer.

Preferred Additional Experience

• Experience in onboarding and implementing new customers.
• Experience working alongside internal technical stakeholders e.g solution architects.
• Change management and project work experience.

Why you’ll love working at Paddle

We are a diverse team of 230 (and growing!) people. We care deeply about enabling a great culture which is inclusive no matter your background. We celebrate our diverse group of talented employees and we pride ourselves on our transparent, collaborative, friendly and respectful culture.

We live and breathe our values, which are:

Exceptional Together

Execute with impact

Better than Yesterday

We offer a full suite of benefits, including attractive salaries, stock options, pension plans, private healthcare, a health & wellbeing platform and coaching sessions.

We are a ‘digital-first’ company, which means you can work remotely or from an amazing office if you prefer, or even a bit of both! We offer all team members unlimited holidays and 4 months paid family leave regardless of gender. We love our casual dress code, annual company retreats and much more. We truly invest in learning and will help you with your personal development, from constant exposure to new challenges, an annual learning stipend to regular internal and external training.

Equal Opportunities

We believe in having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply and we don't discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. ​Our office is wheelchair friendly and we are a family-friendly employer​.