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Customer Success Manager
PayPal - Omaha, NE
posted about 2 months ago
About the position
The Customer Success Manager at PayPal is responsible for managing strategic relationships with key leaders in merchant organizations. This role involves addressing servicing roadblocks, mitigating escalations, and identifying new cross-sell and upsell opportunities. The manager acts as an internal advocate for merchants, driving adoption of new integrations and ensuring customer satisfaction through proactive engagement and education. Success in this role is measured by customer satisfaction, integration quality, and sales opportunities.
Responsibilities
- Own strategic relationships with key leaders in merchant organizations.
- Uncover and address servicing roadblocks and mitigate escalations.
- Identify new cross-sell and upsell opportunities for PayPal.
- Act as the internal merchant advocate with other teams.
- Drive adoption of new integrations and conduct regular outbound contact.
- Proactively review merchants' operating environments and competitive threats.
- Manage customer relationships with merchants whose potential value exceeds their current value to PayPal.
- Deliver merchant education and best practice sharing.
- Help merchants manage health, mitigate risk, and identify products that align with their strategic goals.
Requirements
- Minimum 7 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred.
- Multi-year record of accomplishment of over-achievement.
- Proven track record of successfully managing multiple customers and exceeding new business targets.
- Proven consultative sales abilities and ability to work well in a matrix environment.
- Bachelor's Degree or relevant experience required.
- Prior payments knowledge preferred.
Nice-to-haves
- Success in a start-up experience and/or sales role a plus.
Benefits
- Flexible work environment
- Employee shares options
- Health insurance
- Life insurance
- Dental insurance
- Vision insurance
- Annual performance bonus
- Equity options
