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 don't think about payments. They focus on building. We handle the money.
17,000+ builders use Dodo. We're seed-funded, growing fast, and building the team that takes this to the next stage.
The role
You're not joining a mature CS org. You're 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). What's missing is someone who can turn that data into action across a high-volume book of accounts.
This is a foundational hire. You'll 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. You'll 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 You'll Actually Do
- Monitor and act on account health. Your primary signal isn't product usage or NPS. It's GMV trends, payment success rates, chargeback ratios, and payout reliability. You'll build the muscle to spot a merchant trending toward churn weeks before it happens and intervene.
- Own a high-volume book. This isn't a 20-account white-glove role. You'll manage a large, diverse portfolio. You won't 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. You're 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 doesn't exist yet. You'll create it.
- Be the merchant's advocate internally. When a payout is delayed, when a compliance review is stuck, when a product gap is causing friction. You're the person who knows about it first and drives resolution across product, engineering, compliance, and ops.
What We're Looking For
4+ years in customer success, account management, or revenue operations at a startup. You've managed 100+ accounts before, ideally in a B2C or B2C-adjacent company. We need someone who's 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 you've worked in e-commerce, marketplaces, or SaaS billing, you'll pick this up fast.
- Communication that's direct and low-ego. You're 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 aren't built. The tiers aren't fully defined. The data has gaps. If that excites you more than it scares you, this is the right role.
What You Won't Be Doing
- Running support tickets (we have a Support team for that)
- Cold outreach or sales prospecting
- Writing code (though you'll 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.
You'll have a direct line to the CEO and CTO. Decisions move fast here.
Skills: support analysts,total account management,b2c
