Customer Success Manager

Summary

Join Paddle's Customer Success team as a Customer Success Manager, responsible for onboarding and fostering growth, retention, and advocacy among a portfolio of key customers. You will play a crucial role in shaping the customer experience, proactively guiding them to maximize the value of Paddle's platform. This involves identifying growth opportunities, leveraging strong customer relationships, and driving revenue realization and retention. You will collaborate with cross-functional teams, contribute to marketing materials, and act as an internal advocate for your customers. The ideal candidate possesses demonstrable success in Customer Success Management, experience in relevant industries, and strong analytical and communication skills.

Requirements

• Demonstrable success and progression in Customer Success Management roles, owning the success of a diverse portfolio of fast-growth customers
• Excellent communication skills with the ability to distil complex thoughts and strategies into simple, actionable recommendations
• Be naturally driven, resilient and proactive in your approach to working with customers, with the ability to identify and remove barriers to ensure that outcomes are achieved
• Be analytical, with a strong understanding of software sales and subscription KPIs and the ability to extract actionable insights from raw data and trends
• Ability to liaise with multiple internal teams, departments and stakeholders
• Ability to intelligently position the value of Paddle products and business model to customers
• Quickly build product knowledge to help our customers learn and navigate our product and manage external change management processes
• A natural tendency to be “customer first”, willingness to go the extra mile and continuous desire to learn

Responsibilities

• Ensure the successful onboarding of new customers, through demonstrable knowledge of Paddle’s products, solutions and methodologies
• Develop trusted advisor relationships with customer stakeholders and executive sponsors to maximise the value your customers realise with Paddle
• Help your customers create a world-class online buying experience providing them with best practice guidance on acquisition and retention flows, billing and support operations
• Identify opportunities for revenue growth and leverage your expertise and influence to ensure the successful execution of those strategies
• Be an internal advocate for your customers, collaborating closely with cross-functional teams to translate your customers’ business needs into effective customer solutions
• Support our Sales and Marketing teams by contributing to the development of customer references, success stories and case studies

Preferred Qualifications

• Experience working with customers within Payments, Fintech, and/or Software companies is desirable
• Experience in providing best practice advisory on core SaaS strategies, such as customer acquisition, customer retention / churn prevention, payments performance, revenue expansion, user experience, localisation
• Experience working within a Merchant of Record model is desirable

Benefits

• Attractive salaries
• Stock options
• Retirement plans
• Private healthcare
• Well-being initiatives
• Work remotely
• Unlimited holidays
• Enhanced parental leave
• Annual learning fund
• Regular internal and external training