Customer Success Manager

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:

Job Description:

What you need to know about the role

Successful candidates will exhibit a strategic thought process, leveraging data-driven insights to facilitate valuable consultative conversations. If you are a proactive and strategic thinker with excellent communication skills, we invite you to join our team. Your expertise will contribute significantly to fostering successful partnerships with our valued merchants, making a lasting impact on our customer success initiatives.

Meet our team

Our Customer Success team is a high-performing, agile, and strong (and independent) partner to the Enterprise Sales and SMB segments. We value teamwork, new ideas, commitment, and an enjoyable workplace.  

Your way to impact

Your role as Customer Success Manager at PayPal is pivotal in proactively managing key client relationships, from the Small to Medium Business landscape as well as the Large Enterprise space.

As an integral part of the team, you take charge of all operational aspects of the merchant processing relationship and serve as the primary contact for PayPal product information and critical operational issues.

In this role, your focus extends beyond addressing immediate challenges. Through proactive discussions, you actively contribute to identifying growth opportunities and propose strategies for PayPal to play a key role in achieving the client's overall profitability objectives.

Anticipating and preventing future issues is a key aspect of your responsibilities, ensuring that PayPal and the merchant are strategically positioned for sustained business growth. Proven consultative servicing abilities and proven ability to work well in a matrixed environment, collaborating across multiple departments and influencing all levels within an organization will be pivotal to your success.

Your forward-thinking approach goes hand in hand with staying current on industry nuances, enabling you to provide effective and insightful advice to clients. This role is not just about support; it's about being a proactive partner, driving mutual success and fostering long-term, thriving relationships with our valued merchants.

Competencies:

• Drive for Results
• Negotiating
• Approachability
• Time Management
• Customer Focus
• Business Acumen
• Active Listening and Strong communication skills

Your day-to-day

In this role, your daily activities center around three key focus areas:

Grow: Utilize a consulting approach to identify opportunities where PayPal can contribute to the growth and competitiveness of our SMB and LE merchant businesses. Your insights and strategic thinking will be crucial in guiding them toward enhanced success.

Satisfaction: Deliver a world-class customer experience on both business-focused and operational fronts. Your day involves ensuring our merchants are not only satisfied with our services but also receiving the support and guidance needed for seamless operations.

Retain: Take ownership of situations affecting your customers and follow any issues through to completion. Build solid and lasting relationships by proactively and consistently demonstrating the value of PayPal's offerings. Your efforts contribute to the retention of our valued merchants, fostering loyalty and sustained partnerships.

Requirements:

• 2-3 years’ experience within a customer success, and client relationship management environment. (exposure to the sales environment could be advantageous!)
• Excellent organizational, communication (written and oral), and interpersonal skills.
• Self-motivated, target-driven independent worker
• Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
• Strong Relationship Management Skills
• Ability to balance the management of operational workload with ability to execute strategically and proactively and drive value to Merchants within the SMB and Large Enterprise environment.

Preferred Qualifications:

• Payments or financial/banking industry experience preferred (but not necessary).

Additional Job Description:

Subsidiary:

Travel Percent:

For 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.