Sr Mgr, Customer Success Mgt

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 Head of Customer Success Managers will be responsible for overseeing the team managing the strategic relationships with large, high-value merchant accounts. Reporting directly to the Enterprise Sales Senior Director. In this role you will manage a team of Customer Success Managers who focus on Large enterprise and Global merchants. You will work cross-functionally with Account Executives, Product, Operations, and Technical Support teams to deliver a superior customer experience, address product roadblocks, and drive revenue growth. The ideal candidate will have a strategic mindset, leadership experience, and deep expertise in the payments industry.

Job Description:

CSM Head Job description

About the job

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global 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 Head of Customer Success Managers will be responsible for overseeing the team managing the strategic relationships with large, high-value merchant accounts. Reporting directly to the Enterprise Sales Senior Director. In this role you will manage a team of Customer Success Managers who focus on Large enterprise and Global merchants. You will work cross-functionally with Account Executives, Product, Operations, and Technical Support teams to deliver a superior customer experience, address product roadblocks, and drive revenue growth. The ideal candidate will have a strategic mindset, leadership experience, and deep expertise in the payments industry.

Key Responsibilities

• Leadership & Team Management:
  • Lead, coach, and develop a team of Global Account Customer Success Managers (CSMs) responsible for managing key merchant relationships.
  • Set performance goals, ensure professional development, and oversee team operations to ensure alignment with the company’s strategic objectives.
  • Promote a customer-first culture within the team, emphasizing proactive engagement and value delivery at each touchpoint.
• Strategic Customer Engagement:
  • Oversee the development and maintenance of strategic relationships with key decision-makers at global merchant accounts, ensuring long-term partnerships and trust.
  • Act as an escalation point for high-profile customer issues, coordinating cross-functional teams to address and resolve roadblocks efficiently.
  • Drive customer adoption of new products and optimize existing integrations to maximize merchant value from PayPal solutions.
• Revenue Growth & Retention:
  • Identify both organic and inorganic growth opportunities within the merchant portfolio, collaborating with the Account Executive Heads to drive upsell and cross-sell initiatives.
  • Proactively manage the entire portfolio health, find common trends in revenue decline and ensuring that merchants are consistently utilizing PayPal's full suite of products.
  • Guide the team to create successfull account plans alinged with their growth priorites, to maximize the value PayPal can offer them.
• Operational Excellence:
  • Align with professional service head to create best in class integrations to improve operational efficiencies for the merchants, as well as mitigating potenial risks.
  • Coordinate the response to critical operational issues, including technical, workflow, customer support, risk, and billing concerns.
  • Collaborate with internal teams such as Product, Operations, Professional Services, and Business Development to enhance customer success processes and provide feedback on product improvements.
• Project Leadership & Innovation:
  • Identify and lead strategic projects aimed at improving customer success practices, streamlining team operations, and enhancing the merchant experience.
  • Represent the voice of the customer within the organization, advocating for product and service improvements based on merchant feedback.
• Metrics & Reporting:
  • Define and track key performance indicators (KPIs) for the customer success team, including customer satisfaction, retention, upsell, and cross-sell success.
  • Present regular reports to senior leadership, highlighting trends, risks, and opportunities within the global merchant portfolio.

Required Qualifications:

• Bachelor’s degree in Business, Marketing, Finance, or related field.
• 8+ years of experience in customer success, account management, or client services roles, with at least 3 years in a leadership position managing global or strategic accounts.
• Deep understanding of the payments industry, digital financial services, and PayPal's product ecosystem.
• Proven experience managing high-profile, global merchant accounts, including product integration, business planning, and relationship management.
• Exceptional communication, leadership, and interpersonal skills, with a proven ability to influence both internal teams and external stakeholders.
• Strong problem-solving skills, with the ability to anticipate challenges and proactively address them.

Preferred Qualifications:

• MBA or an advanced degree in a related field.
• Experience in leading customer success teams within the financial services or payments industry.
• Proficiency in CRM systems (Salesforce, etc.) and customer success platforms.

What We Offer:

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package, including health, dental, and vision coverage.
• Opportunities for career growth and professional development.
• A dynamic and innovative work environment that values collaboration and teamwork.

Additional Job Description:

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.