Customer Success Manager (Key Accounts)

About the Opportunity
Dodo Payments is a global Merchant of Record platform helping SaaS, AI and digital businesses manage payments, subscriptions, tax and compliance in one unified stack. We are product led, engineering heavy and ship fast. Thousands of businesses rely on us for mission critical financial infrastructure.

Role Overview
We are hiring a Customer Success Manager to own a book of our highest value accounts. Eight to twelve merchants, each doing serious volume, most run by technical founders. Your job is to keep them, grow them, and be the one person they trust when it comes to their money. This is not a ticket routing role and it is not a relationship only role. You will go deep on how each merchant’s business works, run a regular cadence with their founders, own the status of every escalation even when another team owns the fix, and push expansion. You carry a revenue number. We are early, so the process you will work with is partly the process you will build. If you need a finished playbook handed to you, this will frustrate you. If you like building the playbook, this is the best seat in the company.

What You Will Do
– Account Ownership
– Build deep account knowledge for every merchant in your book: business model, revenue model, integration setup, money flow
– Maintain a living account brief covering volume trends, health signals and expansion opportunities
– Know each merchant well enough to answer one question: what would kill this business
– Relationship Cadence
– Run monthly connects with founders and finance leads, leading with volume and payout review every time
– Run quarterly business reviews with top accounts covering performance, roadmap and a concrete growth plan
– Escalation Management
– Be the single point of contact for your merchants. When a payout is delayed or a compliance review hits, you own the communication and the urgency until it is resolved
– Work daily with risk, compliance, finance ops and engineering to get merchants answers fast
– Own the status of every issue even when another team owns the fix. Your merchants never chase
– Growth
– Grow volume, expand merchants into new markets and payment methods, and move them to stickier billing models
– Spot expansion before the merchant asks
– You are measured on net revenue retention and volume growth across your book

What We Are Looking For
– 4 to 5 years in customer success, account management or a commercial role in B2B, with exposure to payments, fintech or a technical product
– You have owned customer outcomes with a number attached: renewals, expansion, retained revenue
– Enough technical fluency to hold your own with a CTO: APIs, webhooks, billing models, integration basics
– Comfort with hard conversations. You can tell a founder their payout is held, or their fee will not change, and keep the relationship
– You read data without flinching: dashboards, volume trends, payout reports
– Self directed. You build structure where none exists

Bonus if you have:
– An understanding of settlement, payouts, cross border money movement or chargebacks
– Worked closely with founders, or been one
– Done this at an early stage company before

What Success Looks Like:
In 3 months:
– Account briefs complete for your full book
– Monthly cadence running with every top tier account
– First escalations owned end to end, with merchants coming to you first
In 6 months:
– Net revenue retention and volume growth visible across your book
– Merchants route issues to you before they become escalations
– At least one clear expansion win: a new market, payment method or billing upgrade you drove

Why Join Dodo Payments:
– High ownership and direct impact
– Work closely with founders
– Build infrastructure for global SaaS and AI companies
– Fast shipping culture
– Real problems, real scale