Director, Customer Success NA Braintree in Chicago at PayPal

Date Posted: 8/22/2019

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 286 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. 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.

The Director Account Management North America will be accountable for all existing merchant relationships in the Large Enterprise and Mid-Market segments. They will lead a team of account managers and be responsible for the backbook revenue 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 and upselling of key strategic products. The 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 a proven track record of leading and transforming a large people organization as a highly motivated and effective team. This full-time position is based in Chicago, IL and reports directly into the Director of Braintree Global Account Management

  • Drive a results-oriented culture with a strong focus on service excellence, execution and quality.
  • Recruit, motivate, mentor, and lead the best account management talent.
  • Strong business growth mindset, set up and drive programs to ensure continuous business


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


  • Continuously refine strategy and operating model for Account Management / Customer

Success including roles and responsibilities, customer segmentation, coverage model and engagement model.

  • Accountable for revenue budget for North America backbook.
  • 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.
  • Continuously monitor and manage customer health to identify churn risk early and drive higher


  • Communicate and collaborate globally with PayPal Customer Success & Sales leaders

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

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.



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