Customer Success Manager

1 week ago

San Jose, California, United States PayPal Full time
Job Description Summary:

As a Customer Success Manager at PayPal, you will be the primary owner of strategic relationships with key leaders in merchant organizations. Your primary responsibilities will include uncovering and addressing servicing roadblocks, mitigating escalations, and identifying new and cross-sell/upsell opportunities for PayPal. You will work closely in partnership with Sales to drive adoption of new integrations, conduct regular outbound contact to deliver merchant education and best-practice sharing, and 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.

Key Responsibilities:
  • Manage customer relationships with merchants whose potential value exceeds their current value to PayPal.
  • 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.
Requirements:
  • 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.
Additional Requirements:
  • 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.
Preferred Qualifications:
  • 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.
What We Offer:

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.

Why Join Us:

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.

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