Job Overview
Location
UK
Job Type
Full-time
Category
Customer Success
Date Posted
April 1, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager at Paddle, you will be responsible for the successful onboarding, growth, retention, and advocacy of a portfolio of approximately 20 high-value customers, playing a pivotal role in ensuring they realise full business value from Paddle’s Merchant of Record platform.
- • You will drive revenue realisation and retention by acting as a trusted advisor to customer stakeholders and executive sponsors, identifying growth opportunities, and influencing key decision-makers to achieve measurable outcomes aligned with customer success.
- • Your day-to-day will involve ensuring seamless onboarding of new customers through deep product knowledge, guiding them to operate and grow effectively with Paddle’s payment infrastructure solutions.
- • You will help customers design world-class online buying experiences by providing best practice advice on purchase journeys, retention flows, and billing operations to optimise conversion and reduce friction.
- • You will build and nurture strategic relationships with customer champions and executives, positioning yourself as a go-to expert who maximises the value they derive from Paddle’s platform.
- • You will proactively identify tactical and strategic revenue growth opportunities—such as upsells, cross-sells, and pricing optimisation—and collaborate with internal teams to execute monetisation strategies successfully.
- • You will serve as the voice of the customer internally, working closely with product, sales, marketing, and engineering teams to translate customer needs into actionable product improvements and solutions.
- • You will support Demand Generation by contributing to customer references, success stories, and case studies that showcase real-world impact and help attract new business.
- • You will join a mission-driven company backed by KKR, FTV Capital, Kindred, Notion, and 83North, serving over 5,000 software sellers across 245 territories, where your work directly contributes to simplifying global payments for digital product companies.
- • You will be part of a culture that values transparency, collaboration, and continuous improvement, where you’re encouraged to grow through challenges, learning funds, and exposure to diverse projects regardless of background or identity.
🎯 Requirements
- • Demonstrable success and progression in Customer Success Management roles, with experience owning the success of a diverse portfolio of fast-growth customers.
- • Excellent communication skills, with the ability to distil complex strategies into simple, actionable recommendations for both technical and non-technical stakeholders.
- • Strong analytical abilities, including a solid understanding of software and subscription KPIs (e.g., churn, LTV, expansion revenue) and the skill to extract actionable insights from data trends.
- • Experience advising on core monetisation strategies such as customer acquisition, retention, churn prevention, payments performance, localisation, and pricing & packaging.
- • Experience working with digital product companies in Payments and/or Fintech is desirable, along with a natural curiosity and commitment to continuous learning.
- • Strong understanding of the Merchant of Record business model is desirable, enabling you to intelligently articulate Paddle’s unique value proposition to customers.
🏖️ Benefits
- • Competitive salary package complemented by stock options, retirement plans, and private healthcare to support long-term financial and personal well-being.
- • Unlimited holiday policy and 4 months of paid family leave regardless of gender, reflecting Paddle’s commitment to work-life balance and inclusivity.
- • Annual learning fund and access to regular internal and external training opportunities to foster continuous personal and professional development.
- • Flexible digital-first working model, allowing you to work remotely, from one of Paddle’s stylish global hubs, or a hybrid combination based on your preference.
- • A diverse, transparent, and respectful culture grounded in the values of being Exceptional Together, Executing with Impact, and Striving to be Better than Yesterday.
- • Commitment to accessibility and accommodation—Paddle will support any adjustments needed during the application process and in the workplace to ensure an inclusive experience for all.
Skills & Technologies
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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