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Customer Success Leader AU in Sydney at PayPal

Date Posted: 1/28/2020

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 305 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 Customer Success Team Manager for Australia will be accountable for a set of existing merchant relationships in the Large Enterprise and/or Mid-Market segments. The focus will be on leading the transformation to Customer Success Management (CSM), while continuing to provide 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.

The ideal candidate has strong commercial acumen, has lead a team on the change journey from account management to customer success management (CSM), and is passionate about coaching and mentoring team members. 

Responsibilities

  • Lead a team of up to 10 Customer Success Managers 
  • Lead and manage the transformation to and subsequently drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed
  • Accountable for the achievement of team revenue and growth targets 
  • Responsible for coaching and mentoring team members to ensure they are performing at a high level of effectiveness
  • Collaborate with Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets
  • Identify opportunities to constantly improve the customer experience for merchants
  • Ensuring that processes & procedures are up to standard and applied as required, developing them further in collaboration with other leaders

Personal Qualities, Knowledge, Experience and Skills Required

  • 5+ yrs experience in leading Account Management or Customer Success teams
  • Account management, cross selling and up selling experience in a B2B context
  • Experience in and enthusiasm for successfully leading a team on a transformation journey whilst maintaining and driving teammate engagement
  • Solid track record of achieving or exceeding revenue and growth targets within a multi-team organization
  • Leadership experience with demonstrated ability to build a highly motivated and effective team
  • Ability to collaborate effectively to achieve targets cross-functionally in a complex organization
  • Sound understanding of payments, ecommerce market, opportunities, risks and challenges

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.


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 paypalglobaltalentacquisition@paypal.com.

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