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Customer Success Manager - Onboarding in Berlin - Badensche Str at PayPal

Date Posted: 10/3/2021

Job Snapshot

Job Description

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. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

The team delivers world-class service in making our merchants successful. This is achieved by building lasting relationships with key leaders in merchant organizations. We are currently seeking an Onboarding Manager to support merchants based in Germany, Austria, and Switzerland. You will lead our newest merchants to throughout the end-to-end experience with an emphasis on quality and efficiency.  The Onboarding Account Manager will be required to become an expert in payment services, PayPal products, and tools to provide consultative advice to merchants. The role requires a person who thrives in ambiguous situations, who is flexible with change, who is curious to continually learn, has strict time management, and has grit to overcome challenges that are presented.  This position works closely with our Sales, Customer Success, Support, and Compliance teams.


  • Act as first point of contact for all merchant enquiries during their initial onboarding phase (i.e. 3-6 months)
  • Provide account and operational consultancy during the pre-onboarding phase
  • Proactively address pain points, inefficiencies, and potential risks that could impact the project
  • Proactively identify growth opportunities throughout merchant interactions
  • Prepare handover documents for Customer Success Management
  • Ensure regulatory compliance is met
  • Liaise with internal stakeholders to ensure the merchant is underwritten, and vetted
  • Develop and deliver training material via phone and webinar to help new merchants to self-serve issues or manage their accounts
  • Document all interactions correctly in CRM tools to ensure data integrity is maintained
  • Attend ongoing training and developing knowledge in all areas of the department as well as industry knowledge relating to small businesses, risk management and on-line business practices

Job Requirements:

  • Displays integrity and humility in all facets of the job
  • Continual hunger to learn and adapt
  • Ability to operate with minimal supervision and be motivated to find solutions to problems as they occur
  • Time management and coordinating skills
  • Delivers results on time
  • Identify ways to improve the merchant experience and internal operations
  • Passion for working in a fast paced and ambiguous environment
  • Results-oriented to meet and exceed assigned financial and customer satisfaction goals
  • Strength in solution-based selling and relationship management skills
  • Demonstrate a competitive spirit and thrive under pressure, always striving to be the top performer
  • Understanding of what information is required from a merchant to create a value proposition
  • Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs
  • Strong working knowledge of PC & internet-based applications
  • Fluent in the German and English
  • Experience of account management, sales, consulting experience.
  • Experience with Financial Services or Digital Sales space is a plus

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying, or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at