Customer Success Manager

About Dodo Payments
Dodo is a Merchant of Record payments platform. We handle the entire payment stack for digital businesses: processing, tax compliance across 150+ countries, fraud, chargebacks, and payouts. Our merchants dont think about payments. They focus on building. We handle the money.
17,000+ builders use Dodo. Were seed-funded, growing fast, and building the team that takes this to the next stage.
The role
Youre not joining a mature CS org. Youre building one.
We have a fast-growing merchant base and no formalized customer success playbook. The data infrastructure exists (GMV tracking, payment success rates, chargeback monitoring, payout cycles). Whats missing is someone who can turn that data into action across a high-volume book of accounts.
This is a foundational hire. Youll own a large portfolio of merchants, define what healthy looks like for a payments business, and build the rhythms and processes that make retention and expansion repeatable.
This role will not be micromanaged. Youll get context, tools, and access. What you do with them is on you. You should be able to work without direction on your own. Proactiveness beats bureaucracy.
Location / workplace
This is an on-site role. Location: [Insert city, country and office address here]. Candidates must be able to work from the office regularly. If relocation assistance or hybrid options are available, please specify them here. (Recruiter note: replace the bracketed text with the exact office city and address before publishing.)
What Youll Actually Do

• Monitor and act on account health. Your primary signal isnt product usage or NPS. Its GMV trends, payment success rates, chargeback ratios, and payout reliability. Youll build the muscle to spot a merchant trending toward churn weeks before it happens and intervene.
• Own a high-volume book. This isnt a 20-account white-glove role. Youll manage a large, diverse portfolio. You wont have time for weekly calls with everyone. You need to know how to tier your attention, automate what can be automated, and focus energy where the revenue impact is highest.
• Drive expansion. Identify merchants whose businesses are growing and ensure Dodo grows with them. New payment methods, higher volume tiers, additional products. Youre measured on net revenue retention, not just logos saved.
• Build the playbook. Health scoring frameworks, escalation paths, QBR templates, onboarding handoff processes. Much of this doesnt exist yet. Youll create it.
• Be the merchants advocate internally. When a payout is delayed, when a compliance review is stuck, when a product gap is causing friction. Youre the person who knows about it first and drives resolution across product, engineering, compliance, and ops.
  

What Were Looking For
4+ years in customer success, account management, or revenue operations at a startup. Youve managed 100+ accounts before, ideally in a B2C or B2C-adjacent company. We need someone whos operated at volume in a fast-moving environment, not someone coming from a large enterprise CS team managing a handful of logos.

• Comfort with data. You should be able to pull insights from dashboards, spreadsheets, and internal tools without needing an analyst to translate. SQL is a plus but not required. Analytical instinct is non-negotiable.
• Fintech or payments experience is preferred, not required. What matters more is that you understand how merchants think about money: conversion rates, failed payments, settlement timelines. If youve worked in e-commerce, marketplaces, or SaaS billing, youll pick this up fast.

• Looking to get Placed? Try our Placement Guarantee Plan

  Get Hired
  Communication thats direct and low-ego. Youre talking to indie developers, startup founders, and scaling businesses. No one wants a deck. They want someone who understands their problem and fixes it.
• Ability to operate without a playbook. The processes arent built. The tiers arent fully defined. The data has gaps. If that excites you more than it scares you, this is the right role.
  

What You Wont Be Doing

• Running support tickets (we have a Support team for that)
• Cold outreach or sales prospecting
• Writing code (though youll use internal tools daily)
  

Why this role matters right now
The CSMs who join now will define how we separate signal from noise, protect our highest-value accounts, and catch the next breakout merchant before a competitor does.
Youll have a direct line to the CEO and CTO. Decisions move fast here.
Skills: support analysts,total account management,b2c