Job Overview
Location
UK
Job Type
Full-time
Category
Customer Success
Date Posted
April 1, 2026
Full Job Description
đź“‹ Description
- • As an Associate Customer Success Manager at Paddle, you will play a pivotal role in shaping the post-launch experience for digital product companies using Paddle’s Merchant of Record platform, directly impacting customer retention, revenue growth, and advocacy by guiding customers to fully realize the value of our unified payment infrastructure.
- • You will manage a portfolio of approximately 40 customers, driving outcomes across a high-volume customer base by leveraging product knowledge, success playbooks, and data-driven insights to ensure onboarding success, ongoing engagement, and long-term retention.
- • You will be part of a mission-driven Customer Success team within a fast-growing, globally distributed company backed by top-tier investors, serving over 5,000 software sellers across 245 territories, where your work directly contributes to simplifying complex payment operations for innovative digital businesses.
- • In this role, you will develop deep expertise in fintech and monetization strategies, build consultative relationships with stakeholders, and grow your ability to influence product improvements and customer education resources through cross-functional collaboration.
- • 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 by guiding them through setup, configuration, and initial value realization steps.
- • 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, enabling them to optimize conversion and reduce friction in their customer lifecycle.
- • Operational Relationships: Develop strong working relationships with key stakeholders—including product, finance, and operations teams—to ensure they are maximizing the value of the Paddle platform through regular check-ins, tailored recommendations, and proactive issue resolution.
- • Proactive Health Monitoring: Monitor customer health indicators and usage data via CRM tools and dashboards to identify risks or tactical growth opportunities, taking proactive steps such as outreach, training, or process adjustments to ensure successful outcomes and prevent churn.
- • Customer Advocacy: Be an internal advocate for your portfolio, collaborating with cross-functional teams (Product, Marketing, Sales) to share common customer needs, surface feedback, and help improve scalable customer-education resources like guides, webinars, and knowledge base content.
- • Support Demand Generation: Identify successful customers within your portfolio to contribute to the development of references, success stories, and case studies, helping to showcase real-world impact and support Paddle’s growth marketing efforts.
🎯 Requirements
- • Experience in a customer-facing role such as Customer Success, Account Management, or Support, with a proven ability to manage multiple priorities while staying organized and detail-oriented.
- • Excellent communication skills, with the ability to explain complex product features and best practices in simple, actionable terms tailored to diverse customer audiences.
- • Proactive and resilient problem-solving mindset, with a track record of following established processes to remove barriers and drive customer outcomes.
- • Proficiency in using CRM tools and dashboards to track customer health, identify trends, and surface at-risk accounts requiring timely intervention.
- • Strong interest in providing advisory guidance on core monetization strategies, including customer acquisition, churn prevention, and payments performance optimization.
- • Natural curiosity for the digital product space and a desire to learn the Merchant of Record business model to effectively position Paddle’s value proposition.
🏖️ Benefits
- • Competitive salary package complemented by stock options, retirement plans, and private healthcare coverage to support long-term financial and personal well-being.
- • Fully digital-first work model offering flexibility to work remotely, from one of Paddle’s stylish global hubs, or a hybrid combination based on individual preference and role needs.
- • Unlimited holiday allowance and enhanced parental leave policies, reflecting our commitment to work-life balance and family support.
- • Annual learning fund and access to regular internal and external training programs to foster continuous personal and professional development.
- • Transparent, collaborative, and respectful culture grounded in our core values: Paddle for others, Paddle together, Paddle simply.
- • Commitment to diversity, equity, and inclusion, with active support for accommodations and a workplace where everyone feels safe to bring their authentic self to work.
Skills & Technologies
Junior
Remote
About Paddle.com Market Limited
Paddle provides a complete payments, tax, and subscription management platform for SaaS companies. It acts as a merchant of record, handling global payment processing, sales tax compliance, fraud prevention, and subscription billing so developers can focus on product development. The company supports multiple currencies and payment methods, offers analytics and revenue recovery tools, and integrates with existing business systems. Paddle serves thousands of software businesses worldwide, simplifying the complexity of selling software internationally.
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