Customer Marketing Lead

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Paddle

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

💳 Fintech

🤝 B2B

💰 Debt Financing on 2022-05

SaaS • Fintech • B2B

Paddle is a comprehensive merchant of record and payment solution specifically designed for SaaS businesses. It provides a complete suite of products and services including billing, subscription management, pricing strategies, tax compliance, fraud protection, and more. Paddle helps software companies manage payments, streamline billing, and enhance customer retention with tools like ProfitWell Metrics and Price Intelligently. By handling sales taxes, fraud liability, and all aspects of the billing process, Paddle enables SaaS businesses to focus on growth without worrying about the complexities of global compliance.

📋 Description

• Develop high-impact customer stories, commercial insights, and references, while also building community connections that fuel events, ABM, campaigns, and content • Act as a conduit for customer insights, capturing and surfacing key feedback themes from our most engaged customers to influence GTM strategy, messaging, and product development • Customer Proof Points: Build and maintain a library of case studies, quotes, short-form stories, and stat packs to support GTM campaigns, PLG sign-up flows, and sales conversations • Sales & PLG Story Enablement: Create and map proof points for both deal support and scaled motions. Deliver tailored stories for different personas, stages, and regions • Reference & Advocacy Program: Stand up a system to track, manage, and activate customer references and advocates across sales, marketing, and product initiatives • Customer Insights & Feedback Loops: Conduct interviews, surface patterns, and share insights with Product Marketing, Growth, and Revenue Marketing to sharpen ICP understanding, campaign messaging, and product prioritisation • Event & Campaign Activation: Recruit customers for panels, webinars, advisory groups, or peer-to-peer moments as part of events, campaigns, or outbound ABM plays • AI-Enabled: Use AI tools to accelerate opportunity identification and increase the velocity of storytelling at scale

🎯 Requirements

• 7-10+ years of experience in customer marketing, lifecycle marketing, or closely related B2B SaaS disciplines, with clear ownership of post-sale outcomes such as adoption, retention, or expansion • A track record of building and scaling programs that demonstrably improve advocacy, product adoption, and customer engagement not just content libraries or asset counts • Deep expertise in post-sale lifecycle strategy: you understand the customer journey from onboarding to renewal and know how marketing can influence outcomes at every stage • Demonstrated ability to define strategy, set direction, and influence senior stakeholders across Product, CS, and Revenue • A data-driven mindset with experience setting program KPIs tied to NRR, adoption, and retention using analytics, product signals, and behavioural data to prioritise activity and report ROI to senior leadership • Exceptional marketing writing and storytelling skills: you can craft a compelling customer narrative as readily as you can design a retention strategy • Experience leading or mentoring marketing practitioners and raising the quality bar within a function • A genuinely AI-native approach to the craft: you actively use AI tools and agents in your day-to-day work and have strong opinions about how they should reshape customer marketing from research and writing to personalisation and signal monitoring • Experience building or deploying AI-powered workflows within a marketing function: content generation pipelines, automated insight synthesis, agent-assisted lifecycle triggers, or similar • Comfort working with emerging agentic tools and the ability to evaluate, embed, and champion new AI capabilities as the landscape evolves • A customer-centric mindset and genuine ability to build trusted, long-term relationships with senior customer stakeholders, including executive sponsors and champions • Bonus: Experience in a dual-motion SaaS business (PLG + sales-led) with exposure to both self-serve and commercial customer marketing

🏖️ Benefits

• unlimited holidays • 4 months paid family leave regardless of gender • investment in learning • personal development via constant exposure to new challenges • annual learning fund • regular internal and external training