Customer Success Manager
About the job
SummaryBy Outscal
The Company
PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.
We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.
We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.
Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.
Job Description Summary:
The Customer Success Manager (CSM) position is a critical component of the PayPal Enterprise Merchant Services organization, focused on the Enterprise Accounts segment. The Enterprise Accounts CSM is responsible for maintaining and strengthening the Enterprise Accounts strategic relationships with key leaders and decision makers in merchant organizations and partnering with Account Executives to drive business. The Enterprise Accounts Customer Success Manager will proactively address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. Additionally, they will identify organic revenue opportunities and opportunities for PayPal, working closely in partnership with Account Executives. With the ability to be a trusted advisor and strategic thought partner to merchants, the Enterprise Accounts CSM will be responsible for managing and leading the customer relationship for merchants whose current value exceeds their potential value to PayPal.Job Description:
At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the enterprise economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.
Job Description Summary:
The Customer Success Manager (CSM) position is a critical component of the PayPal Enterprise Merchant Services organization, focused on the Enterprise Accounts segment. The Enterprise Accounts CSM is responsible for maintaining and strengthening the Enterprise Accounts strategic relationships with key leaders and decision makers in merchant organizations and partnering with Account Executives to drive business. The Enterprise Accounts Customer Success Manager will proactively address strategic and product roadblocks to optimize the use of multiple PayPal products and mitigate merchant churn. Additionally, they will identify organic revenue opportunities and opportunities for PayPal, working closely in partnership with Account Executives. With the ability to be a trusted advisor and strategic thought partner to merchants, the Enterprise Accounts CSM will be responsible for managing and leading the customer relationship for merchants whose current value exceeds their potential value to PayPal.
The Enterprise Accounts CSM may be called upon to facilitate technical support and/or to provide training on PayPal products and tools. They may also help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans. The CSM will commit to providing value at every interaction, serve as the focal point for all information and communication on critical operational issues, and act as the service contact for all operational areas (technical, workflow, customer support, risk, billing, etc. issues). This role will require close coordination with a wide range of PayPal teams, including Sales, Account Executives, Professional Services, Product, Sales Support, Business Development and PayPal Operations departments
Job Description:
- Develop and maintain relationship with merchant to drive organic revenue growth through effective communication
- Partner with merchant to develop strategy, build trust and demonstrate value of PayPal and our products
- Proactively deliver value to merchants through ongoing use and optimization of existing products
- Manage portfolio growth; prevent churn and decline and identify opportunities for inorganic growth
- Uncover and address servicing roadblocks and manage merchant health; manage and coordinate support teams to complete servicing activities
- Conduct and manage co-marketing campaigns as it relates to periodic and seasonal needs
- Monitor and ensure quality of integration and parity; initiate/manage transitions to latest integrations
- Identify and lead projects for the organization.
- Manage escalation on behalf of merchant account portfolio.
- Represent the voice of the customer to internal organizations.
- Serve as the product consultant and subject matter expert on PayPal processes, procedures, and policies during the term of the relationship
Additional Job Description:
Subsidiary:
PayPalTravel Percent:
0For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.
Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.
Who We Are:
Click Here to learn more about our culture and community.
Commitment to Diversity and Inclusion
PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentaccommodations@paypal.com.
Belonging at PayPal:
Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.
Any general requests for consideration of your skills, please Join our Talent Community.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.
