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:
As a Customer Success Manager, you will be the primary point of contact for key leaders within merchant organizations, fostering strategic relationships. Your role includes identifying and addressing service roadblocks and mitigating escalations while uncovering new opportunities for cross-sell and upsell for PayPal. Collaborating closely with the Sales team, you will also act as an advocate for merchants within PayPal, engaging with various internal teams such as Product.
You will manage customer relationships with some of our largest merchants and partners by being a trusted advisor and strategic thought partner. Your responsibilities include driving the adoption of new integrations, conducting regular outreach to deliver educational content and share best practices, and proactively assessing merchants’ operating environments to identify competitive threats.
Your research and problem-solving skills will help merchants maintain operational health, mitigate risks, and find products that align with their strategic objectives. Success in this role will be measured by metrics such as customer satisfaction, quality of integrations, increased sales opportunities, and the reduction of declines/churn.
The Senior CSM role demands an exceptional blend of strategic insight, extensive knowledge of the payments industry, a strong grasp of technical concepts, and executive-level interpersonal skills. You will guide customers through the complexities of the payments landscape, ensuring they fully realize the value of PayPal’s offerings.
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 abilities 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 can 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 is 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.