Senior Product Manager (Retain)
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 an experienced Senior Product Manager to shape our churn prevention and retention offering across our payments and billing platform. This is a commercially critical product area at Paddle: the decisions made here directly shape subscription revenue, customer lifetime value, churn rates, and merchant trust in our platform. You will own churn prevention, dunning, and salvage flows, and the customisation layer that lets merchants tailor billing experiences to their own customers and markets. You'll operate as the senior product voice for retention across engineering, design, and commercial leadership, and you'll be expected to set the standard for what we ship and how we think about customer-centric product development at Paddle. You'll work in a trio with a strong engineering lead and an experienced product designer, with regular exposure to Sales, Solutions, Customer Success, Risk, Finance, and Exco. This is an opportunity for an experienced operator who wants to own a product area that genuinely moves the needle on retention and revenue. What you'll do: Strategy \& Roadmap Ownership * Own the long-term vision and strategy for retention, grounded in subscriber behaviour, merchant feedback, competitive benchmarks, and Paddle's commercial goals. Translate this into a roadmap you can defend at Exco and to customers. * Make and stand behind tough prioritisation calls across subscription management, churn prevention, offer mechanics, and merchant customisation. * Navigate multi-stakeholder trade-offs where the right answer requires judgement across technical constraints, commercial impact, compliance, and UX. Domain \& Subject Matter Expertise * Lead product strategy for dunning, payment recovery, and proactive retention interventions. Define when, how, and what to surface to at-risk customers to extend lifetime value. * Build the surfaces and logic for upsell, cross-sell, and promotional offers within the billing experience. Partner with growth and data teams to personalise and test offer mechanics. * Define and deliver the customisation layer, including branding, language, flow configuration, that lets merchants tailor the buyer experience to their product and audience. * Think like a platform builder: build configurable, extensible surfaces that serve a diverse merchant base without fragmenting the codebase or support burden. Data, Metrics \& Commercial Impact * Own the KPIs that matter like retention rate, involuntary churn, offer conversion, incremental revenue; Weave them into the strategic narrative for the business. * Dive into data independently. We don't expect you to wait for an analyst; we expect you to pull the numbers (with AI help where it accelerates you), form a hypothesis, and bring a recommendation. * Use product data to influence business strategy beyond your immediate roadmap: pricing, GTM, risk policy, and customer segmentation. Product Development \& Delivery * Lead end-to-end delivery of complex, multi-faceted initiatives without needing oversight. * Define and ensure high standards for your team in all product development stages: discovery, specs, experimentation, launch quality, and impact measurement. * Work in a tight trio with engineering and design to ship fast, instrument well, and iterate based on real customer signals. Use AI tooling to compress the loop from idea to spec to prototype. * Run a continuous programme of optimisation to compound retention and UX gains across high-volume billing surfaces. Stakeholder Management \& Storytelling * Align senior stakeholders including Exco, Sales leadership, and key merchants around the product strategy for retention. Tailor the message, never the substance. * Craft compelling written narratives. At this level we expect your docs to be the artefact that drives decisions, not a deck or a meeting. * Be a credible technical partner to engineering on billing logic, integrations, and platform decisions. We'd love to hear from you if: * You're used to owning a high-stakes, commercially critical product area end-to-end with clear, measurable business impact. * You have specific, hands-on experience with payments, billing, or comparable consumer-facing fintech at scale. You understand subscription economics, churn mechanics, dunning strategy, and how small UX changes move retention. * You've worked on high-volume, buyer-facing products where small technical or UX changes have outsized commercial impact, and you can talk through specific wins you've owned. * You're technically credible, comfortable in the details with engineers, and able to reason about billing systems, APIs, and trade-offs without needing them to translate. * You're data-fluent and metrics-led. You don't believe a thing until you've seen the numbers, and you can run your own analysis end-to-end. * You use AI as a daily force multiplier for research, writing, analysis, and building functional prototypes. You can show specific examples of how it has changed the quality and speed of your output. * You've built and shipped in scale-up or startup environments, including zero-to-one work. You're at home with ambiguity, not blocked by it. * You're an outstanding written and verbal communicator. Your writing changes minds. * You're comfortable managing hard trade-offs across merchants, Sales, Engineering, Compliance, and Exco and you stay constructive when the room is tense. * You value regular, in-person collaboration with your team and wider stakeholders. 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.