Job Description
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 an Associate 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 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 an Associate Customer Success Manager at Paddle, you will manage a portfolio of approximately 40 customers with the core goal of helping them realise business value with Paddle at scale. You will be focused on driving outcomes across a high-volume customer base, using your product knowledge to identify adoption gaps and your ability to execute on success playbooks to ensure retention and revenue growth. You will drive revenue realization and retention for Paddle across our growth customer base, becoming a key operational player in our wider commercial team.
What you’ll do:
Onboarding at Scale: Ensure the successful onboarding of new customers through demonstrable knowledge of our products, ensuring they are set up to Operate and Grow with Paddle.
Guide Best Practices: Help your customers create a world-class online buying experience by providing actionable guidance on purchase journeys, retention flows, and billing operations.
Operational Relationships: Develop strong working relationships with key stakeholders to ensure they are maximizing the value of the Paddle platform.
Proactive Health Monitoring: Monitor customer health indicators and usage data to identify risks or tactical growth opportunities, taking proactive steps to ensure successful outcomes.
Customer Advocacy: Be an internal advocate for your portfolio, collaborating with cross-functional teams to share common customer needs and help improve our scalable customer-education resources.
Support Demand Generation: Identify successful customers within your portfolio to contribute to the development of references, success stories, and case studies.
What you’ll need to succeed:
Portfolio Management: Experience in a customer-facing role (CS, Account Management, or Support) with a proven ability to stay organized while managing multiple priorities.
Clear Communication: Excellent communication skills with the ability to explain product features and best practices in a simple, actionable way.
Execution-Oriented: A proactive and resilient approach to problem-solving, with the ability to follow established processes to remove barriers for your customers.
Data-Informed: Ability to use CRM tools and dashboards to track customer health, identifying trends and “at-risk” accounts that require intervention.
Foundational Advisory: A strong interest in providing guidance on core monetization strategies, such as customer acquisition, churn prevention, and payments performance.
Curiosity for Fintech: A natural curiosity for the digital product space and a desire to learn the Merchant of Record business model to better position Paddle’s value.
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.
