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 an