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Manager, Customer Success Management in Omaha - Port Grace Blvd at PayPal

Date Posted: 10/5/2021

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.

The Manager, Customer Success in will oversee the management of merchant relationships within the North America Mid-market segment. They will lead a team of 9-12 Customer Success Managers and be responsible for driving key targets within the back book. The focus will be on providing a great experience for our customers, retaining their business, and enabling revenue growth through close partnership with the Inside Sales Team. The position is highly visible within PayPal’s Global Merchant Services Organization and involves frequent interaction with senior leaders internally and externally. The ideal candidate has deep payments industry expertise and is passionate about great customer experience, creating value, cross-selling, winning in the market and delivering on commitments. They have a proven track record of leading and transforming a large people organization as a highly motivated and effective team.

Requisite Responsibilities

  • Lead team of Customer Success Managers within the Mid-Market Retain segment, managing cross-sell/up-sell performance, service quality and merchant satisfaction.
  • Increase product penetration and grow merchant share of checkout across mid-market portfolios
  • Report on portfolio performance, monitor and track KPIs and adjust strategic direction where needed, including implementation of new initiatives
  • Implement and deliver on innovative new programs in partnership with key cross-functional teams to ensure continuous business success
  • Strong coaching and development skills and the ability to develop sales skills in others
  • Set example for Customer Success Managers, demonstrate a constant customers-first mentality and drive customer advocacy and value building internally
  • Proactively address procedural and product roadblocks to constantly improve the customer and Customer Success Manager experience, subsequently optimizing success and mitigating churn
  • Ensure processes and procedures are standardized and applied, continuously improving them further in collaboration with leadership counterparts
  • Manage, prioritize and delegate work based on sales and activity pipelines paired with data analysis in close partnership with support functions and other teams
  • Collaborate heavily with Sales, Sales Operations, and other key stakeholder teams to achieve joint targets
  • Think innovatively with a passion for problem-solving, healthy pragmatism and hands-on leadership mentality
  • Ensure internal and external processes & procedures are up to standard and applied as required, improving them further in collaboration with other leaders

Key Experience  

  • 5+ years of experience in managing Sales, Relationship / Account Management or Customer Success teams
  • Enthusiasm for successfully leading and transforming large teams
  • Leadership experience with demonstrated ability to build a highly motivated and effective team, fostering an open, collaborative environment
  • Solid track record of over-achieving on performance metrics including sales targets
  • Exceptional 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
  • Payments / e-commerce / banking industry experience in 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