Senior Customer Success Manager

$82,500 - $187,990/Yr

PayPal - New York, NY

Full-time - Senior

Hybrid - New York, NY

Credit Intermediation and Related Activities

About the position

The Senior Customer Success Manager at PayPal plays a crucial role in the Global Merchant Services team, focusing on maintaining and enhancing relationships with key leaders in merchant organizations. This position is responsible for driving business growth, addressing strategic challenges, and preventing merchant churn while serving as a trusted advisor to merchants. The CSM will manage customer relationships, facilitate technical support, provide product training, and coordinate with various PayPal teams to resolve operational issues.

Responsibilities

• Develop and maintain relationships with merchants to drive organic revenue growth through effective communication.
• Partner with merchants to develop strategy, build trust, and demonstrate the value of PayPal and its products.
• Proactively deliver value to merchants through ongoing use and optimization of existing products.
• Manage portfolio growth; prevent churn and decline and identify opportunities for inorganic growth.
• Uncover and address servicing roadblocks and manage merchant health; coordinate support teams to complete servicing activities.
• Conduct and manage co-marketing campaigns as it relates to periodic and seasonal needs.
• Monitor and ensure quality of integration and parity; initiate/manage transitions to the latest integrations.
• Identify and lead projects for the organization.
• Manage escalation on behalf of the merchant account portfolio.
• Represent the voice of the customer to internal organizations.
• Serve as the product consultant and subject matter expert on PayPal processes, procedures, and policies during the term of the relationship.

Requirements

• 7+ years of experience in customer success or account servicing for Fortune 500 companies.
• Extensive payments expertise.
• Strong executive communication and consultative sales skills.
• Proven success managing enterprise customers and driving portfolio growth.
• Skilled in building merchant relationships and optimizing PayPal product use.
• Experience handling servicing roadblocks, co-marketing campaigns, escalations, and leading projects.
• Bachelor's degree or relevant experience required; start-up or sales background is a plus.

Nice-to-haves

• Experience in a start-up environment.
• Sales background.

Benefits

• Flexible work environment
• Employee stock options
• Health insurance
• Life insurance
• Dental insurance
• Vision insurance
• Annual performance bonus
• Equity compensation