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Director - Customer Success Marketplaces in Chicago - Merchandise Mart Plaza at PayPal

Date Posted: 9/5/2021

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.

Global marketplace e-commerce continues to accelerate its growth at a very fast pace. To continue to provide superb customer experiences to our Marketplace partners globally, the role as Director of Customer Success for Marketplaces and will be accountable for some of the largest and fastest growing marketplace relationships within the PYPL portfolio. They will lead a team of Marketplace Customer Success managers and Subject Matter Experts and be responsible for the back book revenue targets. The ideal candidate is passionate about great customer experience, winning in the market and delivering on their commitments. They have a proven track record of leading and transforming people organizations as a highly motivated and effective team. Prior experience in Payments and or Marketplaces is essential for this role, as a key focus will be to provide a great experience for our marketplace customers, retaining their business, and enabling growth by partnering with the sales teams for cross selling. The position will report directly to VP, Global Customer Success, therefore will be highly visible in the organization and involves frequent interaction with senior leadership at PayPal and external partners audiences. The ideal candidate will determine what drives success for our Global Marketplace partners, build a learning culture, and make strategic decisions that affect the Marketplaces customer lifecycle journey.


  • Drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed
  • Recruit, motivate, mentor, and lead the best Marketplace 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 teams
  • Innovate & consult on new commerce ventures with a focus on sustainable, successful & scalable partnerships
  • Provide strategic oversight and ownership of the portfolio to the Sales, Go To Market and Marketplace customer experience team
  • Accountable for revenue budget for Marketplace back book
  • Collaborate with key business partners and stakeholders e.g. Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets
  • Surface opportunities to constantly improve the marketplace customer experience
  • Innovative thinking with a passion for problem-solving

Personal Qualities, Knowledge, Experience, and Skills Required

  • 10+ years of experience in managing Customer Success or Account and Relationship Management teams with complex business models
  • Experience in Payments / e-commerce / online Marketplaces is essential for this role
  • 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
  • Cross Selling and Account Development experience in a B2B context
  • Experience in building and leading a geographically distributed team

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



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