Paddle - Associate Customer Success Manager
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Requirements
• Portfolio Management: Experience in a customer-facing role (CS, Account Management, or Support) with a proven ability to stay organized while managing multiple priorities. • Portfolio Management: • Clear Communication: Excellent communication skills with the ability to explain product features and best practices in a simple, actionable way. • Clear Communication: • Execution-Oriented: A proactive and resilient approach to problem-solving, with the ability to follow established processes to remove barriers for your customers. • Execution-Oriented: • Data-Informed: Ability to use CRM tools and dashboards to track customer health, identifying trends and "at-risk" accounts that require intervention. • Data-Informed: • Foundational Advisory: A strong interest in providing guidance on core monetization strategies, such as customer acquisition, churn prevention, and payments performance. • Foundational Advisory: • 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. • Curiosity for Fintech: • 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. • 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.
Responsibilities
• 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. • Onboarding at Scale: • 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. • Guide Best Practices: • Operational Relationships: Develop strong working relationships with key stakeholders to ensure they are maximizing the value of the Paddle platform. • Operational Relationships: • Proactive Health Monitoring: Monitor customer health indicators and usage data to identify risks or tactical growth opportunities, taking proactive steps to ensure successful outcomes. • Proactive Health Monitoring: • 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. • Customer Advocacy: • Support Demand Generation: Identify successful customers within your portfolio to contribute to the development of references, success stories, and case studies. • Support Demand Generation:
Benefits
• 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 for others • Paddle together • 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. • We are a ‘digital-first’ company
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