Senior Customer Success Manager

Backbase

As a Project Manager, you will be part of the Customer Success (CS) department. We undertake exciting projects at top-tier banks all over the world to implement our online banking solutions. Your task is to manage projects all around the world and be a bridge between Backbase internal teams and our clients.     Backbase is a fast-growing and dynamic environment. Taking upon this position means that you will be a key person in providing effective coordination and communication among all the project stakeholders. You will be expected to support customers/partners and advise clients on implementing their online applications using Backbase Solution to its full potential.     Fundamentals: ● 5-8 years of experience; ● Can demonstrate experience in the financial sector; ● Can demonstrate experience in startup/scaleup environment;  ● Managed a program; ● Agile coach experience is beneficial.  Use of Tools and Methods: ● Superior knowledge of standard software tools related to daily position responsibilities, answers questions for colleagues related to those tools and leads tutorials on best practices for using software tools; ● Provides teams and colleagues and customers with context for how software tools enhance their ability to perform their duties more efficiently and effectively- strongly promotes agile philosophy and ways of working.  Financial Management: ● Able to create tools and processes around internal and external reporting; ● Able to support strategy discussions based on reported data; ● Able to address issues based on data; ● Ensures effectiveness of the project (productivity/billability for the company).  Client Management: ● Able to spot business development opportunities and involve relevant people;  ● Able to design and facilitate client workshops; ● Able to spot potential issues and minimize the impact through effective management; ● Able to handle a large transformation program within one customer; ● Able to work with senior stakeholders to define long-term program strategy.  Project Team Management (internal): ● Effectively manages project team and resolves issues;  ● Takes initiative to identify potential resources before liaising with the resourcing team;  ● Trains team members in scrum methodology;  ● Manages multiple teams in a large program or multiple projects.  Change Management: ● Is comfortable with ambiguity and a rapidly changing environment;  ● Able to influence and drive change; ● Can identify potential changes as risks before they occur;  ● Able to mitigate the impact of changes and replan accordingly;  ● Able to improve the change process.  Risks and Issues Management: ● Manages risks and issues on the project level and program level.

Paddle

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 6,000 software sellers in 245 territories globally. The Role We're looking for a Senior Product Marketing Manager to own the positioning, messaging, and go-to-market strategy for core areas of Paddle's product suite. This is a high-impact individual contributor role at the heart of our marketing function. You will be the connective tissue between Product, Sales, and Marketing translating deep customer and market insight into commercially sharp narratives that drive awareness, conversion, and revenue. You'll shape how we go to market, how we equip our sales teams to win, and how we position Paddle for differentiation. The most successful candidate will be a master at aligning launch objectives to commercial value, connecting every GTM motion directly to business outcomes. Operating with a high degree of autonomy, you'll lead complex cross-functional workstreams, use data and AI-powered tools to accelerate your craft, influence strategic decisions, and mentor peers across the team. This role is ideal for someone who thrives at the intersection of strategy and craft: a rigorous thinker who can also write a killer one-pager, run a crisp competitive briefing, and land a product launch with measurable impact. WHAT YOU'LL DO Own positioning and messaging - Develop and maintain differentiated positioning and messaging for key product areas, grounded in deep customer, market, and competitive insight. - Translate complex product capabilities into clear, compelling narratives tailored to distinct buyer segments and personas. - Ensure message consistency across all touchpoints website, sales collateral, campaigns, and executive communications. Drive go-to-market strategy and execution - Lead end-to-end GTM strategy for major product launches, from discovery and segmentation through to launch and post-launch measurement. - Define launch objectives, success metrics, and cross-functional plans in partnership with Product, Sales, and Marketing teams always anchored to commercial & business outcomes - Tie every launch plan directly to commercial value: align messaging, timing, and channel mix to where deals are won and revenue is made. - Continuously improve GTM playbooks based on performance data, win/loss signals, and pipeline impact learnings. Enable the commercial team - Create high-impact sales enablement materials including pitch decks, battlecards, objection-handling guides, demo narratives, and ROI tools that equip Sales and Customer Success to win, expand, and defend revenue. - Run training sessions and competitive briefings to keep the commercial team sharp and confident on product differentiation. - Measure enablement effectiveness through content adoption, win rate trends, and deal velocity and use those signals to sharpen the assets over time. - Partner with Revenue Operations to embed commercial messaging into the sales process and CRM workflow. Be the voice of the customer and market - Design and run qualitative and quantitative research programmes (win/loss interviews, customer surveys, persona studies) to develop a deep understanding of buyer motivations, pain points, and decision-making. - Own competitive intelligence for your product area, tracking competitor moves, synthesising insights, and equipping the business to respond. - Surface customer and market insights to influence product strategy and roadmap prioritisation. Shape category and brand narrative - Contribute to Paddle's broader category positioning and thought leadership strategy in collaboration with Brand and Content teams. - Partner with the executive team on key narratives for analyst relations, investor communications, and major industry moments. Measure and prove commercial impact - Own the PMM measurement framework for your area: define success metrics for positioning work, product launches, and sales enablement that connect directly to business outcomes - Leverage data to track launch performance, content usage, win/loss trends, and competitive displacement and use those insights to make better decisions faster. - Work with Revenue Operations and Analytics to model the commercial impact of GTM initiatives and clearly articulate the ROI of positioning and research programmes to senior stakeholders. - Bring a data-first mindset to every strategic decision: use quantitative signals alongside qualitative insight to prioritise, adjust, and prove impact. Accelerate with AI and agents - Use AI tools and agents actively to compress research cycles from competitive monitoring and win/loss synthesis to persona development, message testing, and brief generation. - Build AI-assisted workflows that accelerate content creation and sales asset production without sacrificing quality or strategic rigour. - Experiment with emerging agentic tooling to automate repeatable PMM tasks, freeing capacity for higher-leverage strategic work. - Share AI workflows, prompts, and best practices with the wider PMM team to raise productivity and capability across the function. Mentor and raise the bar - Act as an informal leader and mentor to more junior PMMs, sharing frameworks, reviewing work, and helping the team grow. - Contribute to the development of team processes, playbooks, and standards that improve the quality and velocity of PMM output. We'd love to hear from you if you are - An experienced product marketer with 8+ years in B2B SaaS product marketing, ideally in payments, fintech, or developer/platform tooling. - A masterful storyteller who can distil complex, technical concepts into messaging that resonates with both technical and business buyers. - Commercially sharp, with strong instincts for how product positioning translates into pipeline and revenue and a proven track record of tying GTM strategy to measurable commercial outcomes. - A master at aligning launch objectives to commercial value: you connect positioning decisions to where deals are won, where revenue is lost, and what moves the number. - A confident cross-functional operator who can align and influence Product, Sales, and Marketing leaders without formal authority. - Highly autonomous and structured, able to manage multiple complex workstreams simultaneously and deliver to a high standard with limited oversight. - Experienced in running customer research and using insight to inform strategy, not just validate it. - A skilled writer who takes genuine pride in the quality of the work from a one-page positioning brief to a full sales deck. - Data-fluent and analytically rigorous: able to build and interpret PMM dashboards, model GTM impact, and connect marketing activity directly to pipeline, revenue, and retention outcomes. Comfortable working with tools like Salesforce, Amplitude, or similar to pull and synthesise commercial insight. - A practitioner-level user of AI tools and agents actively using them to accelerate competitive research, win/loss synthesis, content generation, and brief creation. Not just curious about AI; building with it every day to move faster and smarter. - Experienced with agentic workflows and prompt engineering as a craft, and enthusiastic about sharing those capabilities to raise the ceiling of what the PMM team can produce. 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.

DEPT

This is a 12 month fixed term employee contract. This posting reflects an existing vacancy. JOB PURPOSE This role is part of our eBay Inhouse team, where you will be employed by DEPT® but embedded within eBay. We're seeking a Senior Campaign Operations Manager to support eBay's Regulatory team. In this role, you will serve as the operational backbone for regulatory-focused campaigns across multiple markets. You’ll drive detailed planning, manage cross-functional coordination, and ensure campaigns are delivered on time, aligned, and fully approved across business units. Success in this role requires strong project management skills, executive-level communication, and the ability to work independently in a fast-moving, global environment. The ideal candidate is proactive, resourceful, highly organized, and comfortable navigating ambiguity while building relationships across teams. WHAT YOU’LL DO: Campaign & Regulatory Initiative Planning * Develop detailed project plans and timelines (in Google Sheets) for regulatory campaigns across multiple markets and quarters * Break initiatives into clear steps, milestones, dependencies, and ownership assignments * Collaborate with Program Leads, copywriters, agencies, Legal, Product, Trust, and other business units to define scope and realistic delivery timelines * Plan and maintain forward-looking regulatory campaign calendars aligned to evolving legal requirements * Proactively identify risks, gaps, and dependencies before they impact delivery Cross-Functional Coordination & Leadership * Build strong working relationships across Legal, Product, Operations, Communications, and regional stakeholder groups * Proactively drive projects forward by identifying required inputs, stakeholders, and approvals without requiring detailed direction * Communicate clearly and professionally with senior stakeholders, providing context, recommendations, and status updates throughout the project lifecycle * Facilitate stakeholder alignment meetings and ensure decisions, actions, and next steps are documented and executed Content & Platform Operations * Execute content updates and publishing across in a new content management platform for multiple languages. Must have prior experience using a CMS tool * Coordinate translation, reviews and approvals with stakeholders * Maintain accuracy and quality control across content, communications, and supporting documentation * Serve as the central coordination point for internal stakeholders and external agencies Tradeshow & Event Project Management * Develop detailed timelines for regulatory-related tradeshows and events * Coordinate deck development, design timelines, and approval processes * Oversee proofreading and quality control of materials * Manage production timelines for printed collateral * Coordinate ordering of giveaways, swag, and event materials * Ensure timely delivery and alignment with brand and compliance requirements Measurement & Insights * Create and deploy customer satisfaction surveys using internal tools * Track, analyze, and report on survey results to identify trends and areas for improvement * Monitor and analyze traffic to campaign-related websites and landing pages * Provide clear reporting on campaign performance and engagement metrics * Translate data into actionable insights to inform future regulatory campaign planning Presentation & Communication * Develop structured, visually clear internal presentations outlining campaign plans, timelines, and progress * Present updates confidently to stakeholders and mid-sized internal audiences * Ensure consistent, well-organized communication across global partners WHAT YOU BRING: * 8-10 years of experience in campaign management, marketing operations, communications, in a large corporate or matrixed environment * Experience using a Content Management system * Proven experience building structured project plans and managing complex, multi-stakeholder initiatives * Strong proficiency in Google Suite * Experience coordinating with cross-functional stakeholders and external agencies * Ability to manage multiple parallel projects across different markets and time zones * Strong English writing and proofreading skills. Additional languages would be a plus * Exceptional attention to detail and follow-through * A proactive, forward-thinking mindset — able to anticipate next steps, risks, and dependencies * Strong organizational and prioritization skills Desirable skills * Experience supporting regulatory, compliance, or public policy initiatives * Familiarity with translation/localization workflows * Experience managing print production or event logistics * Ability to translate performance data (traffic, engagement, conversion metrics) into actionable insights and ROI assessments. The anticipated annual salary range for this position is $85,000 - $120,000 CAD. Salary is based on relevant experience, expertise, and organizational impact. WE OFFER * A flexible, hybrid working policy. * An excellent salary based on experience and equal pay policies. * Mental health support, and company sick pay scheme. * 15 days paid holiday annually (plus Public Holidays). * Refreshments are provided in the office all week. * Enhanced family friendly policies to support new parents. * Social and Cultural Events, plenty of opportunities to connect with colleagues through organised activities and celebrations. * Inspirational Talks, bringing the outside in with regular guest speakers and events. * Learning and Development, supporting your growth with continuous opportunities to learn and advance. * Buddy Programme: You will be paired with a ‘Buddy’ to help you through your first weeks’ at DEPT®. * A reputation for doing good. DEPT® has been a Certified B Corp® since 2021 and named ‘Agency of the Year’ at both The Lovies and The Webby Awards. * Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together! * The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training, development and certifications. WHY DEPT®? We are a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA. We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh*t done. It is how we work, how we grow, and how we make things that matter. At DEPT®, you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build. AI Disclosure: At DEPT®, we use AI-assisted technology (Metaview) to capture notes and summarize interview conversations, so our interviewers can stay fully focused. Using the AI is optional, just let us know if you’d prefer it not be used. DIVERSITY, EQUITY & INCLUSION  At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us. Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.