PayPal
Senior Customer Success Manager
PayPal, Chicago, Illinois, United States, 60290
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 preferredMulti-year track record of over-achievementProven track record of successfully managing multiple customers, developing opportunities and exceeding new business targetsProven consultative sales abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organizationBachelor’s Degree or relevant experience requiredPrior payments knowledge preferredSuccess in a start-up experience and/or sales role a plusAcumen
Expertise in servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant driversDemonstrate 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 capabilitiesProspecting & Pipeline Management
Ability to set clear definitions and provide evidence of account successExperience creating and updating 1-2 year communication plans to grow merchant relationships, including using internal reporting and identifying opportunity for improvement and enhancementAbility to provide sales teams information to support pipeline and prospecting activitiesExperience creating an action plan to grow and secure business in existing merchantsMerchant Orientation & Relationship Management
Experience identifying key merchant objectives and challenges, build trust and credibility quickly, and build enduring relationshipsCommunicating
Ability to confidently present standard solutions, explaining business value over phone or in personAbility to complete high quality internal and external reporting requirementsRequisite Responsibilities
Relationship Management
Primary relationship owner after merchant goes liveDevelop strategic relationships with merchant decision makers, including CTO and product ownersPartner with merchant to develop strategy, build trust, and demonstrate value of PayPalDevelop Customer Success Plans with key merchant contactsDevelop and facilitate Quarterly Business Reviews with merchantsOccasional travelProactive Value Delivery and Portfolio Growth
Proactively deliver value to merchants through ongoing use and optimization of existing productsAdvocate for merchant with internal teams, including product, technical support, etc.Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunitiesDeliver against non revenue-bearing opportunitiesHandover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growthDrive merchant retention through ongoing relationship management and churn mitigation/negotiationAddress 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 interchangeComplete periodic underwriting reviewManage cross-functional teams (including TAMs) to execute servicing needsConduct and manage co-marketing campaignsMake a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by exampleSeek ways to constantly improve, absorb, and apply coaching from management to field activitiesKey Competencies of a Customer Success Manager
Trusted advisor and proactive partnerAbility to build strategic working relationshipsValue deliveryStrong planner / organizerAbility to communicate, listen, and influenceAdaptable / quick learnerStrategy, product, and technical acumen and expertiseOur 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
paypalbenefits.com .Who We Are:To learn more about our culture and community visit
about.pypl.com .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.REQ ID R0108505
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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 preferredMulti-year track record of over-achievementProven track record of successfully managing multiple customers, developing opportunities and exceeding new business targetsProven consultative sales abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organizationBachelor’s Degree or relevant experience requiredPrior payments knowledge preferredSuccess in a start-up experience and/or sales role a plusAcumen
Expertise in servicing across all products, familiarity with the product portfolio, ability to ensure latest integrations, and translating product capabilities into key merchant driversDemonstrate 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 capabilitiesProspecting & Pipeline Management
Ability to set clear definitions and provide evidence of account successExperience creating and updating 1-2 year communication plans to grow merchant relationships, including using internal reporting and identifying opportunity for improvement and enhancementAbility to provide sales teams information to support pipeline and prospecting activitiesExperience creating an action plan to grow and secure business in existing merchantsMerchant Orientation & Relationship Management
Experience identifying key merchant objectives and challenges, build trust and credibility quickly, and build enduring relationshipsCommunicating
Ability to confidently present standard solutions, explaining business value over phone or in personAbility to complete high quality internal and external reporting requirementsRequisite Responsibilities
Relationship Management
Primary relationship owner after merchant goes liveDevelop strategic relationships with merchant decision makers, including CTO and product ownersPartner with merchant to develop strategy, build trust, and demonstrate value of PayPalDevelop Customer Success Plans with key merchant contactsDevelop and facilitate Quarterly Business Reviews with merchantsOccasional travelProactive Value Delivery and Portfolio Growth
Proactively deliver value to merchants through ongoing use and optimization of existing productsAdvocate for merchant with internal teams, including product, technical support, etc.Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunitiesDeliver against non revenue-bearing opportunitiesHandover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growthDrive merchant retention through ongoing relationship management and churn mitigation/negotiationAddress 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 interchangeComplete periodic underwriting reviewManage cross-functional teams (including TAMs) to execute servicing needsConduct and manage co-marketing campaignsMake a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by exampleSeek ways to constantly improve, absorb, and apply coaching from management to field activitiesKey Competencies of a Customer Success Manager
Trusted advisor and proactive partnerAbility to build strategic working relationshipsValue deliveryStrong planner / organizerAbility to communicate, listen, and influenceAdaptable / quick learnerStrategy, product, and technical acumen and expertiseOur 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
paypalbenefits.com .Who We Are:To learn more about our culture and community visit
about.pypl.com .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.REQ ID R0108505
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