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Senior Customer Success Manager
PayPal - San Jose, CA
posted about 2 months ago
About the position
The Global Accounts Customer Success Manager (CSM) at PayPal is a pivotal role within the Global Merchant Services team, dedicated to nurturing and enhancing relationships with key leaders in merchant organizations. The CSM collaborates closely with Account Executives to drive business growth, tackle strategic and product challenges, and mitigate merchant churn. This position also focuses on identifying opportunities for organic revenue growth while serving as a trusted advisor to merchants, ensuring they derive maximum value from PayPal's offerings.
Responsibilities
- Manage the customer relationship and facilitate technical support.
- Provide product training and coordinate with various PayPal teams to address operational issues.
- Develop and maintain relationships with merchants to drive organic revenue growth through effective communication.
- Partner with merchants to develop strategies, 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 identify opportunities for inorganic growth.
- Uncover and address servicing roadblocks and manage merchant health.
- Conduct and manage co-marketing campaigns related 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 and manage escalations on behalf of the merchant account portfolio.
- Represent the voice of the customer to internal organizations and serve as a product consultant and subject matter expert.
Requirements
- 7+ years of experience in customer success or account servicing for Fortune 500 companies.
- Extensive payments expertise and strong executive communication skills.
- Proven success in managing enterprise customers and driving portfolio growth.
- Skilled in building merchant relationships and optimizing PayPal product use.
- Experience in 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 consultative sales and a history of over-achievement.
Benefits
- Flexible work environment
- Employee shares options
- Health insurance
- Life insurance
- Dental insurance
- Vision insurance
- Annual performance bonus
- Equity options
- Mental health resources
- Support for financial health
