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Senior Customer Success Manager
2 months ago
The Global Accounts Customer Success Manager at PayPal plays a pivotal role in the Global Merchant Services team, focusing on maintaining and strengthening relationships with key leaders in merchant organizations. This role collaborates with Account Executives to drive business, address strategic and product challenges, and prevent merchant churn.
Key Responsibilities- Develop and maintain a strong relationship with merchants to drive organic revenue growth through effective communication and strategic planning.
- Partner with merchants to develop strategies, build trust, and demonstrate the value of PayPal and its products.
- Proactively deliver value to merchants through ongoing use and optimization of existing products, identifying opportunities for inorganic growth and managing portfolio growth.
- Manage servicing roadblocks, coordinate support teams, and ensure quality of integration and parity.
- Conduct and manage co-marketing campaigns, monitor and ensure quality of integration and parity, and initiate/manage transitions to latest integrations.
- Identify and lead projects for the organization, manage escalation on behalf of merchant account portfolio, and represent the voice of the customer to internal organizations.
- Serve as a product consultant and subject matter expert on PayPal processes, procedures, and policies during the term of the relationship.
- 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.
PayPal is committed to fair and equitable compensation practices. Actual compensation is based on various factors, including work location and relevant skills and experience. The total compensation for this position may include an annual performance bonus, equity, and medical, dental, vision, and other benefits.
The US national annual pay range for this role is $82,500 - $187,990.
PayPal offers a balanced hybrid work model, with 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.
At PayPal, we're committed to building an equitable and inclusive global economy. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
