Customer Success Manager

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: You will be responsible for maintaining and strengthening strategic relationships with key leaders in merchant organizations. You will uncover and address servicing roadblocks and mitigate escalations while identifying new and cross-sell/upsell opportunities for PayPal, working closely in partnership with Sales. With the ability to be a trusted advisor and strategic thought partner to merchants, you will be responsible for managing the customer relationship for merchants whose potential value exceeds their current value to PayPal. You will help merchants Identify growth opportunities and products that align to their strategic goals. Your success in this role will be measured through customer satisfaction, Integration quality, sales opportunities, and decline/churn prevention.

**Job Description**:
**Key Requirements**:

- Minimum 3.5 years of customer success or account servicing experience with mid-level to complex, enterprise solutions to Fortune 1000 companies.
- Multi-year track record of over-achievement proven through customer retention metrics
- Proven track record of successfully managing multiple customers, developing opportunities, and exceeding new business targets
- Proven consultative servicing abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
- Bachelor’s Degree or relevant experience required
- Prior payments knowledge preferred
- Contract Management experience; Compliance, commercial negotiations and guiding contract renewal or termination/expiration

**Requisite Responsibilities**:

- **Relationship management**
- Managing a moderate number of customers end to end with medium level of complexity and impact to PayPal
- Collaborates with internal SME’s to implement solutions
- Builds trusted relationships, supporting customer goals that drive succuss
- Develop strategic relationships with merchant decision makers, including C-Level executives and product owners
- Own commercial relationship managing the overall strategic health of the merchant
- Utilize long-term relationships to probe and understand merchant's business and strategic priorities, partnering with merchants to develop strategy, build trust, and demonstrate value of PayPal
- Develop customer success plan with key merchant contacts (Extensive experience in planning sales strategies to perform sales activities for clients effectively and accomplish project goals effectively)
- Establish clear goals and milestones that you and the customer will be working towards
- Develop and facilitate Quarterly Business Reviews with merchants -Video Conference/ Phone based on current environment
- Provides innovation that increases our net revenue, increases client retention and is scalable to meet the client needs.
- Monitor health of portfolio and complete monthly analysis of Growth, Decline, Risk, and Churn. Research any items that are out of the norm. Outreach to merchants when additional information or steps are required or need to be considered.
- Keeps client informed of product roadmap; assists in execution of Go To Market plans for products that are relevant to partner and/or their merchant base
- Drives to implementation; oversees quality and delivery of integration and marketing commitments.
- Learns client’s pain points and wish list; understands priorities and urgency; communicates this knowledge to PayPal management; helps develop programs, products, training etc. that increase PayPal’s value to partner
- Executing and providing supporting functions for contract requirements and project implementations as needed.
- Updating and documenting all significant activities for clients into systems in a timely manner to track activities for future references.
- Executing administrative meetings and events to educate and guide customers on products and services and its benefits to support client goals.
- **Proactive value delivery and churn prevention**
- Leverage technical domain expertise to uncover and address servicing roadblocks across full suite of products
- Acts as a customer champion to drive value based on feedback from merchants; drive new volume at merchant level
- Understands PayPal commercials and pricing strategy, proactively develops commercial proposals (MSF, contra, etc.) and articulates commercials internally and externally
- Supports and effectively collaborates with Sales to execute on Sales Strategy and value delivery, including lead-pass (where relevant)
- Proactively deliver value to merchants through ongoing use and optimization of exis