Onboarding Risk 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: As an Analytics Engineering Manager, you'll lead a dynamic team, working closely with various business units to translate complex business requirements into actionable data solutions. You will play a critical role in communicating analytics insights clearly and with impact, enabling data-driven decision-making across the organization. Collaboration with Sales, Marketing, Finance, Product Managers, and Engineering teams will be essential to align analytics solutions seamlessly with business objectives and technical capabilities. What you'll do: Leadership & Strategy * Define and own the multi-year technical vision and strategy for Analytics Engineering, ensuring alignment with Paddle's product and business objectives. * Lead, coach, and develop a team of Senior Analytics Engineers, fostering a high-performing, inclusive, and growth-oriented culture. * Act as a force multiplier across the group: identifying and removing structural blockers, elevating engineering standards, and scaling delivery capacity. * Drive and champion best practices in analytics engineering, data modelling, data governance, and operational excellence across all teams. Stakeholder Management * Serve as the senior Engineering representative for Analytics Engineering with cross-functional leaders in Product, Finance, Sales, Marketing, and Data Platform. * Build and maintain trusted, long-term relationships with stakeholders at Director and VP level, proactively aligning on goals, managing expectations, and communicating progress and risk with clarity and transparency. * Navigate competing priorities across multiple senior stakeholders; make and communicate clear, well-reasoned trade-off decisions that reflect both engineering and business considerations. * Represent Analytics Engineering in Engineering leadership forums and contribute to shaping the broader engineering organisation. * Advocate effectively for investment (headcount, tooling, infrastructure) by constructing well-evidenced business cases and presenting them to senior leadership. Data as a Product * Champion a product mindset for data across the organisation: ensuring Paddle's analytics data estate is treated as a first-class product with clear ownership, defined consumers, and measurable quality standards. * Lead the definition and governance of shared data definitions and business metrics, working cross-functionally to drive alignment and eliminate ambiguity across teams. * Ensure all data assets are well documented, well understood, and readily discoverable, including via MCP tooling, so that engineers, analysts, and business stakeholders can self-serve with confidence. * Define and enforce clear data ownership across the analytics estate, ensuring every dataset and model has an accountable team and a well-understood purpose. * Establish and continuously improve data quality standards: defining what "good" looks like, instrumenting quality checks throughout the pipeline, and ensuring issues are surfaced, triaged, and resolved systematically. * Own the prioritisation of the Analytics Engineering roadmap, balancing strategic data product initiatives, platform reliability, data quality improvements, and stakeholder requests in a structured and transparent way. * Build and maintain the processes by which new data needs are brought into engineering, evaluated, and sequenced, ensuring the group can absorb demand predictably and say no clearly when needed. Technical Oversight * Oversee the reliability, scalability, and accuracy of Paddle's analytics data estate, including core data pipelines, data models, and transformation layers (Snowflake, DBT, Fivetran). * Set the architectural direction for the group, guiding the most significant technical decisions and ensuring the analytics platform can scale with Paddle's growth. * Maintain high standards of data governance, data quality, and documentation across the group. People Development * Create and maintain a culture of continuous learning within the group, ensuring Senior Analytics Engineers are growing in both technical depth and professional skills. * Provide regular, high-quality feedback, set clear growth expectations, and identify high-potential individuals early. * Create and maintain training resources, onboarding pathways, and knowledge-sharing rituals that systematically elevate the capability of the group. * Actively identify skill gaps across the group and develop plans to address them through hiring, mentoring, or targeted development initiatives. We'd love to hear from you if you are: * Have significant experience leading teams of senior engineers, with a track record of building and scaling high-performing analytics engineering groups. * Can demonstrate strategic ownership of a technical domain: setting direction, driving alignment, and delivering measurable outcomes at group or department level. * Have a strong product mindset for data: you think about data assets in terms of consumers, quality, ownership, and discoverability, not just pipelines and models. * Are an exceptional communicator with proven senior stakeholder management skills, including the ability to influence without authority, manage competing priorities transparently, and turn complex technical context into clear business language. * Have deep expertise in modern analytics engineering (DBT, Snowflake, Fivetran or equivalent) and can provide strong technical oversight without being hands-on day-to-day. * Take a structured, principled approach to data governance: you have experience driving alignment on definitions, establishing ownership frameworks, and raising the bar on data quality at scale. * Are familiar with AI coding assistants (such as GitHub Copilot, Cursor, or similar) and understand how they can meaningfully improve engineering productivity within an analytics engineering context. * Have a working knowledge of semantic layers (such as dbt Semantic Layer, Cube, or LookML) and understand how they underpin reliable, consistent data access, including their role in enabling AI tooling and MCP-based data discoverability. * Are passionate about developing people and building systems, processes, and cultures that enable others to do their best work. * Are proactive, self-aware, and continuously looking for ways to improve both yourself and the organisation around you. Everyone is welcome at Paddle At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group. Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. Our Values * Paddle Together - “None of us, is as smart as all of us” * Paddle Simply - “Simple can be harder than complex: you have to get your thinking clean to make it simple” * Paddle for others - “We can realise our wildest dreams, so long as we help enough other people to realise theirs”   Why you’ll love working at Paddle We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and 4 months paid family leave regardless of gender. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.

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 6000 software sellers in 245 territories globally. The Role: We are looking for a 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 largest 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 a Customer Success Manager at Paddle, you will work with a diverse portfolio of approximately 20 customers with the core goal of helping them realise business value with Paddle. You will be focussed on driving outcomes for our customers, using your product and industry knowledge to identify growth opportunities, and your ability to build a compelling narrative and influence key stakeholders to achieve results. You will drive revenue realisation and revenue retention for Paddle across our top customer base, becoming a core player in our wider commercial team. What you'll do: * Ensure the successful onboarding of new customers, through demonstrable knowledge of our products and methodologies - ensuring they are set up to Operate and Grow better with Paddle. * Help your customers create a world-class online buying experience providing them with best practice guidance on purchase journeys, retention flows and billing operations. * Develop trusted advisor relationships with customer stakeholders and executive sponsors to maximise the value your customers realise with Paddle. * Identify opportunities for strategic and tactical revenue growth and leverage your expertise and influence to ensure the successful execution of those monetisation strategies. * Be an internal advocate for your customers, collaborating closely with cross-functional teams to translate your customers’ business needs into effective customer solutions. * Support our Demand Generation teams by contributing to the development of customer references, success stories and case studies. What you'll need to succeed: * Demonstrable success and progression in Customer Success Management roles, owning the success of a diverse portfolio of fast-growth customers. * Excellent communication skills with the ability to distil complex thoughts and strategies into simple, actionable recommendations is crucial. * Be naturally driven, resilient and proactive in your approach to working with customers, with the ability to identify and remove barriers to ensure that outcomes are achieved. * Analytical, with a strong understanding of software and subscription KPIs and the ability to extract actionable insights from raw data and trends. * Experience in providing best practice advisory on core monetisation strategies, such as customer acquisition, customer retention and churn prevention, payments performance, localisation and pricing & packaging. * Experience working with digital product companies within Payments and/or Fintech is desirable, with a natural curiosity and ability for continuous learning. * Strong understanding of the Merchant of Record business model is desirable, with the ability to intelligently position the value of Paddle to customers. Everyone is welcome at Paddle At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group. Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. Our Values * Paddle Together - “None of us, is as smart as all of us” * Paddle Simply - “Simple can be harder than complex: you have to get your thinking clean to make it simple” * Paddle for others - “We can realise our wildest dreams, so long as we help enough other people to realise theirs” Why you’ll love working at Paddle We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and 4 months paid family leave regardless of gender. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.