SMB Account Manager

What you need to know about the role
The Mid Market/ SMB Account Manager is a key driver of merchant success, responsible for managing relationships and identifying opportunities for growth through proactive campaign outreach. Acting as a trusted advisor, this role ensures seamless onboarding, product adoption, and ongoing support while advocating for merchant needs and aligning them with PayPal’s strategic goals.

Meet our team
You will be expected to operate in a global matrix environment, where you will receive a range of support from global leadership, colleagues and a range of centres of excellence.

Your way to impact
As an Account Manager, you will focus on engaging and supporting merchants in the Mid Market and SMB segments. Your role will involve building meaningful relationships through proactive campaign driven outreach, driving awareness of PayPal’s products and services, and ensuring our merchants achieve their business goals.
This is an opportunity to make a real impact by helping merchants unlock their potential with PayPal’s innovative solutions.

Your day-to-day
In your day-to-day role, you will:
• Is accountable for merchant accounts and owns strategic relationships, positing themselves as a trusted advisor
• Negotiate and manage complex commercial terms, contracts, and agreements to achieve mutually beneficial outcomes.
• Drive revenue retention, upsell, and cross-sell opportunities, consistently achieving sales quotas and exceeding KPIs.
• Build and maintain strategic relationships with merchants, driving alignment with merchant goals and PayPal’s solutions.
• Anticipate future merchant needs through insights, fostering executive-level alignment and long-term partnership opportunities.
• Co-define and play a part in leading the overall strategy and delivery of PayPal’s solutions, ensuring alignment with merchant priorities and driving shared success.
• Oversee ongoing merchant operations, ensuring seamless onboarding, integration, and a positive customer experience.
• Monitor and enhance account health, proactively identifying and mitigating risks to merchant satisfaction, success
• Drive merchant retention, including churn mitigation / negotiation, and renewal processes
• Coordinate cross-functional teams to deliver results in line with account plans and merchant expectations, ensuring operational excellence.
• Collaborate with internal teams to manage pipelines, accurately forecast revenue, and report on sales activities and outcomes.
• Leverage competitive and industry insights to refine account strategies and influence PayPal’s broader business initiatives.
• Advocate for merchant needs within PayPal, driving innovation and ensuring solutions align with evolving market demands.
• Build strong partnerships with internal and external stakeholders to maximize impact and ensure alignment of technical and commercial goals.
• Inspire collaboration, adaptability, and continuous learning within the team to deliver exceptional outcomes for merchants and PayPal.

What do you need to bring

• 2+ years of experience in account management, client success, or sales, ideally within payments, technology, or financial services industries, with a focus on driving merchant growth and retention.
• An understanding of e-commerce, merchant services, and payment solutions, with familiarity in fintech products and digital platforms as a strong advantage.
• Proven success managing high-value accounts, delivering strategic account plans, and achieving sales quotas through retention, upsell, and cross-sell efforts.
• Expertise in building and maintaining strategic relationships with senior executives, acting as a trusted advisor to align merchant goals with organisational solutions.
• Demonstrated ability to collaborate across cross-functional teams, including product, engineering, and operations, to deliver seamless and innovative customer experiences.
• Knowledge of the payments industry an advantage, including competitive landscape, market trends, and merchant needs, to shape and refine strategic account initiatives.
• Exceptional communication and negotiation skills, with a track record of influencing stakeholders and securing mutually beneficial outcomes in complex deal structures.
• Analytical thinker who is metrics driven with a proven ability to identify growth opportunities, address complex challenges, and deliver measurable business results.
• Proficient in using CRM tools (e.g., Salesforce) to manage pipelines and report on sales activities with accuracy.
• Collaborative and adaptable, thriving in a fast-paced, dynamic environment while managing multiple priorities and delivering exceptional outcomes.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.