Customer Success Manager

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: The Customer Success Manager is responsible for the growth, product penetration, retention, and overall satisfaction of a defined portfolio of merchants. The CSM is responsible for building strong and meaningful relationships with their merchants, identifying cross sell and up sell opportunities, and recommending strategies to help merchants increase profitability and meet business objectives. In addition, the role will also be responsible for ensuring PayPal provides world-class service quality and effortless issue resolution for all their assigned merchants.

Job Description:

The Customer Success Manager Grow (CSM) is responsible for the growth, product penetration, retention, and overall satisfaction of a defined portfolio of Middle Market (MM) merchants. The CSM is responsible for building strong and meaningful relationships with their merchants, identifying cross sell and up sell opportunities, and recommending strategies to help merchants increase profitability and meet business objectives. In addition, the role will also be responsible for ensuring PayPal provides world-class service quality and effortless issue resolution for all their assigned merchants.

Roles and Responsibilities

Identify decision makers within your portfolio of accounts and build solid relationships using Value Framework and providing best-in-class reactive and proactive service quality.

Drive product and share of checkout penetration within assigned portfolio of accounts consistent with the merchant’s business model, industry, and selling behaviors creating value for the merchant and revenue for PayPal.

Manage negotiations, growth, and retention of merchants by building strong relationships, mastering VF, and relentlessly prospecting portfolio of accounts.

Deliver against monthly, quarterly, and annual targets (KPIs) for increasing and retaining PayPal’s share of total payment volume with the client either through recommended changes to the existing PayPal account or cross-selling PayPal products and services.

Have a curious mindset always willing to learn about new products, processes, and systems in order to continuously strive towards improved operational effectiveness.

Contribute to a cohesive and team-oriented cohort that rely on each other for support, knowledge and mentoring.

Qualifications

• 2-3 years of experience in managing a book of business in inside sales/account or business development
• Associates degree or equivalent work experience
• Strength in solution-based selling and relationship management skills.
• Previous experience in speaking with C-Suite executives in mid to large size businesses.
• Results-oriented to meet and exceed assigned financial and customer satisfaction goals.
• Excellent written and verbal communication skills – delivers presentations with solutions linking to business value
• Understanding of what information is required from a merchant to create a value proposition and a merchant account plan.
• Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs and demonstrate high levels of agility and adaptability.
• Must be able to work independently.
• Strong working knowledge of PC & internet-based applications
• Ability to leverage internal and external resources to create customer contact strategies (SF, LinkedIn etc.)

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:

To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.

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 paypalglobaltalentacquisition@paypal.com.

As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.