Sr. 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: You will be the primary owner of strategic relationships with key leaders in merchant organizations. You will uncover and address servicing roadblocks and mitigate escalations while identifying new and cross-sell/upsell opportunities for PayPal, working closely in partnership with Sales. You will also act as the internal merchant advocate with other teams (e.g. Product). With the ability to be a trusted advisor and strategic thought partner to merchants, you will manage customer relationships with merchants whose potential value exceeds their current value to PayPal. You will drive adoption of new integrations, conduct regular outbound contact to deliver merchant education and best-practice sharing, and you will 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. Your success in this role will be measured through customer satisfaction, integration quality, increasing sales opportunities, and decline/churn prevention.

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 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

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 is able to 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

Requisite Responsibilities

Relationship management

• Primary relationship owner after merchant live to site
• Develop strategic relationships with merchant decision makers, including CTO 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, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines and interchange
• Complete periodic underwriting review
• Manage cross-functional teams (including TAMs) 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 - Develop at PayPal

• 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

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.