Customer Success Manager
PayPal Inc.

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:
CSM Job Description Summary

You will be the primary owner of strategic relationships with key leaders in merchant organizations. You will uncover and address servicing roadblocks and mitigate escalations while identifying new and cross-sell/upsell opportunities for PayPal, working closely in partnership with Sales. You will also act as the internal merchant advocate with other teams (e.g. Product). With the ability to be a trusted advisor and strategic thought partner to merchants, you will manage customer relationships with merchants whose potential value exceeds their current value to PayPal. You will drive adoption of new integrations, conduct regular outbound contact to deliver merchant education and best-practice sharing, and you will proactively review merchants' operating environments, including competitive threats on the account. Your research and problem-solving skills will help merchants manage health, mitigate risk, and identify products that align to their strategic goals. Your success in this role will be measured through customer satisfaction, integration quality, increasing sales opportunities, and decline/churn prevention.

Job Description:

Job Description

Key Experience

• Minimum 7 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred
  

• Multi-year track record of over-achievement
  

• Proven track record of successfully managing multiple customers, developing opportunities and exceeding new business targets
  

• Proven consultative sales abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
  

• Bachelor's Degree or relevant experience required
  

• Prior payments knowledge preferred
  

• Success in a start-up experience and/or sales role a plus
  

Acumen

• Expertise in servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant drivers
  

• Demonstrate specific expertise on the use and optimization of branded products; knowledge of PayPal unbranded products, and is able to identify opportunities for product fit based on merchant value drivers and technical capabilities
  

Prospecting & Pipeline management

• Ability to set clear definitions and provide evidence of account success
  

• Experience creating and updating 1-2 year communication plans to grow merchant relationships, including using internal reporting and identifying opportunity for improvement and enhancement
  

• Ability to provide sales teams information to support pipeline and prospecting activities
  

• Experience creating an action plan to grow and secure business in existing merchants
  

Merchant Orientation & Relationship Management

• Experience identifying key merchant objectives and challenges, build trust and credibility quickly, and build enduring relationships
  

Communicating

• Ability to confidently present standard solutions, explaining business value over phone or in person
  

• Ability to complete high quality internal and external reporting requirements
  

Relationship management

• Primary relationship owner after merchant live to site
  

• Develop strategic relationships with merchant decision makers, including C-suite and product owners
  

• Partner with merchant to develop strategy, build trust, and demonstrate value of PayPal
  

• Develop Customer Success Plans with key merchant contacts
  

• Develop and facilitate Quarterly Business Reviews with merchants
  

• Occasional travel
  

Proactive value delivery and portfolio growth

• Proactively deliver value to merchants through ongoing use and optimization of existing products
  

• Advocate for merchant with internal teams, including product, technical support, etc.
  

• Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunities
  

• Deliver against non revenue-bearing opportunities
  

• Handover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growth
  

• Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
  

Address servicing roadblocks

• Provide reactive servicing for production outages, refund approvals, brand risk product escalations, chargeback adjudications, etc.
  

• Address compliance, risk, underwriting, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines and interchange
  

• Manage cross-functional teams to execute servicing needs
  

• Conduct and manage co-marketing campaigns
  

• Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
  

• Seek ways to constantly improve, absorb, and apply coaching from management to field activities
  

Key competencies of a Customer Success Manager

- Trusted advisor and proactive partner

- Ability to build strategic working relationships

- Value delivery

- Strong planner / organizer

- Ability to communicate, listen, and influence

- Adaptable / quick learner

- Strategy, product, and technical acumen and expertise

Additional Job Description:

Subsidiary:
PayPal

Travel Percent:
0

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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 practice 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 U.S. national annual pay range for this role is
$64000 to $156750

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.

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