Customer Success Manager

Job Summary

This job develops strategic engagement plans, facilitates workshops, creates communication strategies, acts as a subject matter expert, leads discussions on market trends, designs comprehensive solutions, oversees resolution processes, and builds strong client relationships. It involves analyzing feedback trends and proposing tailored growth opportunities.

Essential Responsibilities

• Develops strategic engagement plans that anticipate client needs and enhance satisfaction.
• Facilitates workshops or training sessions to deepen client relationships.
• Creates and implements communication strategies that promote clarity and engagement.
• Provides coaching to peers on effective communication techniques.
• Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues.
• Shares knowledge with team members.
• Learns and shares knowledge with team members.
• Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
• Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
• Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
• Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
• Buils strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
• Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
• Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
• Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.

Minimum Qualifications

• 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
• Bachelor’s degree or equivalent experience

Additional Responsibilities & Preferred Qualifications

• Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred
• Experience delivering client-focused solutions that meet customer needs
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Experience in Looker, Tableau, other data visualization tool, or willingness to learn
• Prior payments industry experience preferred
• Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
• Ability to work at pace and tenaciously pursue resolution of complex issues
• Bias towards action and desire for continues learning and development

Pay Range

• Scottsdale, Arizona: ($94,000.00 - $134,750.00 Annually)
• Omaha, Nebraska: ($94,000.00 - $134,750.00 Annually)

Additional Compensation

• Annual performance bonus
• Equity
• Other incentive compensation, as applicable

Company Information

• PayPal is revolutionizing commerce globally, providing innovative experiences that make moving money, selling, and shopping simple, personalized, and secure.
• 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 online or in person.
• We offer proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.
• We provide 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, including bank accounts, PayPal or Venmo accounts, PayPal and Venmo branded credit products, credit cards, debit cards, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.
• We also enable 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 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.

Company Beliefs

• Inclusion
• Innovation
• Collaboration
• Wellness

Equal Employment Opportunity

• 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.

Reasonable Accommodations

• PayPal will provide reasonable accommodations for qualified individuals with disabilities.

Recruitment Fraud

• To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us.

Workplace Culture

• PayPal offers a balanced hybrid work model with 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace.
• We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

Belonging at PayPal

• We are committed to building an equitable and inclusive global economy and strive to create an environment where everyone can do their best work with a sense of purpose and belonging.
• We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve and continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Talent Community

• If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.