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Manager, Customer Success in Sao Paulo at PayPal

Date Posted: 4/12/2021

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 375 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.

Senior Manager, Customer Success for the LATAM region will lead a team of 9 Customer Success Managers who will manage a portfolio of Enterprise and Mid-Market accounts.

The Senior Manager Merchant Services / Customer Success for LATAM will be accountable for all existing merchant relationships in the Large Enterprise and Mid-Market segments. They will lead a team 9 Customer Service managers who service the entire LATAM region and be responsible for the back book 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. 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.

The Customer Service team for LATAM is spread across Brazil and Mexico.


  • Drive a results-oriented culture with a strong focus on servicing 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 teams
  • Accountable for revenue budget for LATAM 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

Personal Qualities, Knowledge, Experience, and Skills Required

  • 5+ years of experience in managing Customer Success or Account and Relationship Management teams
  • Experience and enthusiasm for successfully leading and transforming people organizations
  • Strong 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
  • Payments / e-commerce / banking industry experience in a plus

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at