paddle - Customer Success Manager
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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 is crucial. • 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. • Analytical, with a strong understanding of software and subscription KPIs and the ability to extract actionable insights from raw data and trends. • Experience in providing best practice advisory on core monetisation strategies, such as customer acquisition, customer retention and churn prevention, payments performance, localisation and pricing & packaging. • Experience working with digital product companies within Payments and/or Fintech is desirable, with a natural curiosity and ability for continuous learning. • Strong understanding of the Merchant of Record business model is desirable, with the ability to intelligently position the value of Paddle to customers. • 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.
Responsibilities
• Ensure the successful onboarding of new customers, through demonstrable knowledge of our products and methodologies - ensuring they are set up to Operate and Grow better with Paddle. • Help your customers create a world-class online buying experience providing them with best practice guidance on purchase journeys, retention flows and billing operations. • Develop trusted advisor relationships with customer stakeholders and executive sponsors to maximise the value your customers realise with Paddle. • Identify opportunities for strategic and tactical revenue growth and leverage your expertise and influence to ensure the successful execution of those monetisation 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 Demand Generation teams by contributing to the development of customer references, success stories and case studies.
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: • 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 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 4 months of paid family leave regardless of gender. 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.
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