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Customer Success Manager
PayPal - San Jose, CA
posted 2 months ago
About the position
The Customer Success Manager (CSM) 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 CSM acts as an internal advocate for merchants, driving the adoption of new integrations and ensuring customer satisfaction through proactive engagement and education. Success in this position 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 high-value merchants.
- Deliver merchant education and best-practice sharing.
- Utilize research and problem-solving skills to help merchants manage health and mitigate risk.
- Develop and facilitate Quarterly Business Reviews with merchants.
- Manage existing portfolio growth and identify expansion opportunities.
- Address servicing roadblocks and provide reactive servicing for production outages.
Requirements
- Minimum 7 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred.
- Proven track record of managing multiple customers and exceeding new business targets.
- Consultative sales abilities and ability to work in a matrix environment.
- Bachelor's Degree or relevant experience required.
- Prior payments knowledge preferred.
- Experience in a start-up and/or sales role is a plus.
- Expertise in servicing across all products and familiarity with the product portfolio.
Nice-to-haves
- Experience creating and updating communication plans to grow merchant relationships.
- Ability to provide sales teams with information to support pipeline and prospecting activities.
- Experience in developing Customer Success Plans with key merchant contacts.
Benefits
- Flexible work environment
- Employee shares options
- Health insurance
- Life insurance
- Dental insurance
- Vision insurance
- Annual performance bonus
- Equity options
