Manager, Customer Success Management

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.

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Job Description Summary:

The Manager, Customer Success in will oversee the management of merchant relationships within the North America Enterprise segment. They will lead a team of 8-10 Customer Success Managers and be responsible for driving key targets within the back book. The focus will be on providing a great experience for our customers, retaining their business, and enabling revenue growth through close partnership with the Enterprise Sales Team. The position is highly visible within PayPal's Global Merchant Services Organization and involves frequent interaction with senior leaders internally and externally.

Job Description:

The ideal candidate has deep payments industry expertise and is passionate about great customer experience, creating value, cross-selling, winning in the market and delivering on commitments. They have a proven track record of leading and transforming a large people organization as a highly motivated and effective team

• Job Description
  • Lead team of Customer Success Managers within the Enterprise segment, managing revenue growth and retention, cross-sell/up-sell performance, service quality and merchant satisfaction.
  • Increase product penetration and grow merchant share of checkout across Enterprise portfolios
  • Report on portfolio performance, monitor and track KPIs and adjust strategic direction where needed, including implementation of new initiatives
  • Implement and deliver on innovative new programs in partnership with key cross-functional teams to ensure continuous business success
  • Strong coaching and development skills and the ability to develop sales skills in others
  • Set example for Customer Success Managers, demonstrate a constant customers-first mentality and drive customer advocacy and value building internally
  • Proactively address procedural and product roadblocks to constantly improve the customer and Customer Success Manager experience, subsequently optimizing success and mitigating churn
  • Ensure processes and procedures are standardized and applied, continuously improving them further in collaboration with leadership counterparts
  • Manage, prioritize, and delegate work based on sales and activity pipelines paired with data analysis in close partnership with support functions and other teams
  • Collaborate heavily with Sales, Sales Operations, and other key stakeholder teams to achieve joint targets
  • Think innovatively with a passion for problem-solving, healthy pragmatism and hands-on leadership mentality
  • Ensure internal and external processes & procedures are up to standard and applied as required, improving them further in collaboration with other leaders
  • 15% travel for customer and leadership meetings

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

PayPal is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include an annual performance bonus (or other incentive compensation, as applicable), equity, and medical, dental, vision, and other benefits. For more information, visit https://www.paypalbenefits.com.

The U.S. national annual pay range for this role is

$82500 to $187990

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:

Click Here to learn more about our culture and community.

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 [email protected].

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.