Customer Success Manager - Remote

About the Role

We are seeking a Customer Success Manager to join our team at Paddle, a leading company in the FinTech space. This Customer Success Manager remote position will allow you to play a crucial role in enhancing the customer experience for our diverse portfolio of clients. You will be responsible for ensuring successful onboarding and driving growth, retention, and advocacy among our customers.

What You'll Do

• Ensure the successful onboarding of new customers, utilizing your knowledge of our products and methodologies to set them up for success.
• Help customers create a world-class online buying experience by providing best practice guidance on purchase journeys, retention flows, and billing operations.
• Develop trusted advisor relationships with customer stakeholders and executive sponsors to maximize the value they realize with Paddle.
• Identify opportunities for strategic and tactical revenue growth, leveraging your expertise to execute successful monetization strategies.
• Act as an internal advocate for customers, collaborating with cross-functional teams to translate their business needs into effective solutions.
• Support our Demand Generation teams by contributing to the development of customer references, success stories, and case studies.

Requirements

• Demonstrable success in Customer Success Management roles, managing a diverse portfolio of fast-growth customers.
• Excellent communication skills, with the ability to distill complex strategies into actionable recommendations.
• Proactive and resilient approach to working with customers, with the ability to identify and remove barriers to achieve outcomes.
• Strong analytical skills, with a solid understanding of software and subscription KPIs.
• Experience in providing best practice advisory on monetization strategies, including customer acquisition and retention.
• Experience working with digital product companies in Payments and/or Fintech is desirable.
• Strong understanding of the Merchant of Record business model is a plus.

Nice to Have

• Experience in a fast-paced startup environment.
• Familiarity with data analysis tools and customer relationship management software.
• Knowledge of best practices in customer engagement and retention.

What We Offer

• Attractive salary and stock options.
• Unlimited holidays and 4 months of paid family leave.
• Private healthcare and well-being initiatives.
• Investment in learning and personal development through an annual learning fund.
• A collaborative and respectful company culture.