Paddle – Customer Success Manager, London
Job Description
What do we do?
Paddle offers SaaS 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, taking away 100% of the pain of payments fragmentation. It’s faster, safer, cheaper, and, above all, way better.
We have over 230+ talented employees serving over 3000 software sellers in 245 territories globally. Backed by investors including FTV Capital, Kindred, Notion, and 83North, Paddle aims to define the next wave of B2B SaaS leaders.
The Role
We are looking for a Customer Success Manager/Growth Consultant who’s responsible for the successful integration, onboarding, and subsequent growth, retention, and advocacy of our largest customers. You’ll be managing relationships with Paddle’s existing international clients who are based across the globe. You’ll play a key role in driving growth optimizations, delivering revenue realization, 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 organizations. We are building more sophisticated processes to onboard our mid-market customers efficiently, help them drive their own businesses successfully, and build long-term strategic relationships. We are looking for an Account Manager who has experience advising SaaS businesses on their growth and building a strong customer advocacy base.
What you’ll do
- Proactively identify and recommend growth opportunities with your portfolio of mid-market customers based on case studies, 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 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 with little supervision.
- 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.
- Drive customer advocacy in your portfolio through case studies 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 organization, 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 prioritize your plans and actions.
- Proven track record of meeting or exceeding performance targets.
- An enthusiastic and resilient personality
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.
Why you’ll love working at Paddle
We are a diverse team of 230 (and growing!) people. We care deeply about enabling a great culture that is inclusive no matter your background. We celebrate our diverse group of talented employees and we pride ourselves on our transparent, collaborative, friendly, 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, pension plans, private healthcare, a health & wellbeing platform, and coaching sessions.
We are a ‘digital-first’ company, which means you can work remotely or from our amazing office if you prefer, or even a bit of both! We offer all team members unlimited holidays and 4 months of paid family leave regardless of gender. We love our casual dress code, annual company retreats, and much more. We truly invest in learning and will help you with your personal development, from constant exposure to new challenges, and an annual learning stipend to regular internal and external training.
Equal opportunities
We believe in having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply and we don’t discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. Our office is wheelchair friendly and we are a family-friendly employer.
