Senior Customer Success Manager

6 days ago

New York, New York, United States PayPal Full time
Job Title: Senior Customer Success Manager

At PayPal, we're committed to building an equitable and inclusive global economy. As a Senior Customer Success Manager, you'll play a key role in maintaining and strengthening relationships with key leaders in merchant organizations.

Responsibilities:
  • Develop and maintain relationships with merchants to drive organic revenue growth through effective communication
  • 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
  • Manage portfolio growth, prevent churn, 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 Information:

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 flexible work environment, employee stock options, health and life insurance, and more. To learn more about our benefits, please visit our website.

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