Customer Success Manager

Remote-first

Fully flexible hours

What do 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.

In May 2022, we joined forces with ProfitWell. ProfitWell provides BI solutions that improve retention and monetization automatically through unmatched subscription intelligence. As one team and one platform, we offer the "done for you" approach to SaaS payments, billing, and growth.

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 3000 software sellers in 245 territories globally.

The Role:

We are looking for a Customer Success Manager who’s responsible for the successful integration, onboarding and subsequent growth, retention, and advocacy of a portfolio of customers. You’ll be managing relationships with Paddle’s existing international clients who are based across the globe. You’ll play the key role in driving growth optimizations, delivering revenue realisation, advising our customer portfolio on growth strategies, and ensuring the retention of our existing customers.

Paddle's business is growing fast, successfully winning business at larger and more complex B2B SaaS organisations. We are building more sophisticated processes to onboard our mid-market customers efficiently, help them drive their own business successfully, and build long-term strategic relationships. We are looking for a Customer Success Manager who has experience advising SaaS businesses on their growth and building a strong customer advocacy base.

What you'll do:

  • Own and manage the entire implementation and successful onboarding of our mid-market customers.
  • Drive a timely and efficient implementation process, assuring a great customer experience, advising on best practice rollout and testing.
  • Work closely with Sales and Solution Architects and articulate value throughout the onboarding process to ensure our mid-market customers are set up for success.
  • Proactively identify and recommend growth opportunities with your portfolio of mid-market customers based on data, new product features and market trends.
  • 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 business reviews with C-level and 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.
  • Drive customer advocacy in your portfolio through case study and webinar participation and other marketing opportunities.

We'd love to hear from you if you are:

  • You have a proven, demonstrable experience in customer success/ account management/ services 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 relationships with multiple stakeholders at multiple levels in an organisation, including technical teams, finance groups, and senior executives.
  • You have experience managing integration and onboarding projects with 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.
  • A data-driven approach to prioritise your plans and actions.
  • 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.

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 passion for learning and what you’ll bring to the table. 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’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:

Exceptional Together

Execute with impact

Better than Yesterday

We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and wellbeing 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 4 months paid family leave regardless of gender. We love our casual dress code, annual company retreats and much more. 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.

#LI-REMOTE

Remote-first

Fully flexible hours