Associate Customer Success Manager

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,