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Customer Success Team Manager - Mid Market in Sydney, New South Wales, Australia at PayPal

Date Posted: 11/27/2021

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 Senior Customer Success Team Manager for Australia will be responsible for all existing relationships in our Mid-Market segment. This involves leading a team of up to 10 Customer Success Managers responsible for deepening merchant engagement, and driving back-book revenue and growth targets. The focus will be on providing a great experience for our merchant customers, retaining their business and enabling customer growth by partnering with the sales teams for cross selling, thus enabling mutual success. Reporting to the Director of Merchant Services and Customer Success this position is highly visible in the organization and involves frequent interaction with senior leaders at PayPal and external merchant partners.

The ideal candidate is passionate about great customer experience, winning in the market and delivering on their commitments. They have deep industry and payments experience with an external network that can be leveraged, and they have what it takes to lead a merchant servicing team, joining the cultural transformation journey towards Customer Success Management (CSM).

Responsibilities:

  • Drive a results-oriented culture with a strong focus on customer success excellence, execution, quality, and speed

  • Recruit, motivate, mentor, and lead the best customer success management talent

  • Strong business growth mindset, set up and drive programs to ensure continuous business success

  • Manage and prioritize work based on sales and activity pipelines as well as data analysis across team

  • Accountable for revenue budget for Australia’s mid-market back book

  • Collaborate with Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets

  • Surface opportunities to constantly improve the customer experience

  • Innovative thinking with a passion for problem-solving

  • Lead from the front and set an example for CSM team to put customers first and drive customer advocacy internally.

  • Develop relationships with C-level executives as a trusted collaborator and advisor.

  • Business and commercial acumen and experience negotiating contracts and pricing.

Key Experience:

  • 5+ years in customer success management or account servicing people leadership.

  • Experience and enthusiasm for successfully leading and transforming people organizations

  • Deep leadership experience with demonstrated ability to build a highly motivated and effective team

  • Solid track record of over-achieving revenue targets across a multi-team organization

  • Strong communication skills and ability to collaborate and influence effectively in a complex organization

  • Strong analytical mindset and proven ability to turn data into action

  • Experience in an environment that requires you to identify key problems and independently determine appropriate solutions.

  • Bachelor’s Degree or relevant experience is required

  • Payment processing, acquiring/issuing, financial services/credit, e-commerce or marketplace experience 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 paypalglobaltalentacquisition@paypal.com.


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 paypalglobaltalentacquisition@paypal.com.

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