Senior 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:

The Global Accounts Customer Success Manager (CSM) at PayPal plays a key role in the Global Merchant Services team, focusing on maintaining and strengthening relationships with key leaders in merchant organizations. They collaborate with Account Executives to drive business, address strategic and product challenges, and prevent merchant churn. The CSM also identifies opportunities for organic revenue growth and serves as a trusted advisor to merchants. Responsibilities include managing the customer relationship, facilitating technical support, providing product training, and coordinating with various PayPal teams to address operational issues.

Job Description:

Your way to impact 

The CSM is dedicated to delivering value in every interaction and acting as a central point of communication for critical matters

• 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

Qualifications

• Extensive payments expertise with 7+ years in customer success or account servicing for Fortune 500 companies.
• Strong executive communication, consultative sales skills, and a history of over-achievement.
• Proven success managing enterprise customers, prioritizing tasks, and driving portfolio growth.
• Skilled in building merchant relationships, optimizing PayPal product use, and identifying new revenue opportunities.
• Experience handling servicing roadblocks, co-marketing campaigns, escalations, and leading projects.
• Collaborates effectively across departments and serves as a product expert throughout the merchant relationship.
• Bachelor's degree or relevant experience required; start-up or sales background is a plus.

Additional Job Description:

PayPal is committed to fair and equitable compensation practices.

Actual compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this position may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit

https://www.paypalbenefits.com.

The US national annual pay range for this role is $82,500 - $187,990.

Subsidiary:

PayPal

Travel Percent:

0

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.

Notice to Applicants and Employees who reside within New York City. Click here to view the notice.