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UK Customer Success Manager in London at PayPal

Date Posted: 2/23/2020

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.

You will be responsible for maintaining and strengthening Enterprise strategic relationships with key leaders and decision makers in merchant organizations and partnering with Enterprise Sales Managers to drive business. Customer Success Managers must have a high level of experience within the payments industry. You will uncover and address servicing roadblocks and mitigate escalations while identifying new and cross-sell/upsell opportunities for PayPal, working closely in partnership with Sales. With the ability to be a trusted advisor and strategic thought partner to merchants, you will be responsible for managing the customer relationship for merchants whose current value exceeds their potential value to PayPal. You will help merchants Identify growth opportunities and products that align to their strategic goals. Your success in this role will be measured through customer satisfaction, Integration quality, sales opportunities, and decline/churn prevention. You will often be called upon to provide technical support to customers or to provide training on our products. You may even help customers plan and understand the best ways to utilize our software or products based on the customer’s business needs or business plans. You will commit to providing value at every interaction. The Customer Success Managers serve as the focal point for all information and communication on critical operational issues and act as the service contact for all operational areas (technical, workflow, customer support, risk, billing, etc. issues). We are a purpose-driven company whose beliefs are the foundation for how we conduct business every day. Our One Team Behaviors demand that we hold the highest ethical standards, 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.

Key Experience

  • Minimum 5 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 
  • Multi-year track record of over-achievement
  • Proven track record of successfully managing multiple customers, developing opportunities and exceeding new business targets
  • Proven consultative sales abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
  • Bachelor’s Degree or relevant experience required
  • Prior payments knowledge preferred
  • Success in a start-up experience and/or sales role a plus
  • Contract Management: Compliance adherence and guiding contract renewal or termination/expiration
  • Experience in an environment where cross-functional collaboration is essential to accomplishing goals and objectives.

Requisite Responsibilities

Relationship management

  • Primary operational relationship owner after merchant live to site
  • Develop strategic relationships with merchant decision makers, including CTO and product owners
  • Partner with merchant to develop and execute on agreed strategy, build trust, and demonstrate value of PayPal
  • Partner with merchant in developing customer success plan with key merchant contacts (Extensive experience in planning sales strategies to perform sales activities for clients effectively and accomplish project goals effectively)
  • Develop and facilitate Quarterly Business Reviews with merchants
  • Occasional travel
  • Updating and documenting all significant activities for clients into systems in a timely manner to track activities for future references
  • Executing administrative meetings and events to educate and guide customers on products and services and its benefits to support client goals. (customise bespoke approach with each merchant)
  • Provides innovation that increases our net revenue, increases client retention, and is scalable to meet the client needs.
  • Works to resolve issues that threaten health of business relationship
  • Monitor health of portfolio and complete monthly analysis of Growth, Decline, Risk, and Churn. Research any items that are out of the norm.  Outreach to merchants when additional information or steps are required or need to be considered. 
  • Contractual Nuisances-Review drafts of contracts to look for contract terms that may create manual processes.  Also, review the contract to see if there is any special promotional pricing, bounties, referral bonuses or revenue share that needs to monitored.  Additionally, ensures that all other operational terms that are non-standard can be adhered to and are followed. Negotiating and guiding contract renewal or termination/expiration 

Proactive value delivery and portfolio growth

  • Without supervision, proactively deliver value to merchants through ongoing use and optimization of existing products and drive additional value by encouraging deeper feature adoption
  • Using your own judgment, advocate for merchant with internal teams, including product, technical support, etc.
  • Manage backbook portfolio growth by reviewing merchant operating model and Identifying expansion opportunities
  • Deliver against non revenue-bearing opportunities
  • Handover revenue-bearing opportunities to sales and provide support during the sales process of inorganic growth
  • Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
  • Represents the voice of the merchant within PayPal as it relates to Product enhancements and System upgrades/outages.
  • Optimize experiences: Understand scope of current PayPal integrations, size of merchant’s/partner’s business, number of merchants, business model, merchant sign up process, etc. and optimize how we are presented in all aspects of the merchant experience in the partner’s product.
  • Works with Integration and Certification teams to ensure that partner’s PayPal integrations are of high quality
  • Provide proactive education on Fraud/Risk best practices.  Discuss any additional velocity checks or other mitigation tools that may help reduce risk. 

Address servicing roadblocks

  • Provide reactive servicing for production outages, refund approvals, brand risk product escalations, chargeback adjudications, etc.
  • Without regular supervision and using your own judgment, address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines
  • Complete periodic underwriting review
  • Manage cross-functional teams (including TAMs) to execute servicing needs
  • Conduct and manage co-marketing campaigns in partnership with AE where appropriate
  • Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
  • Seek ways to constantly improve, absorb, and apply coaching from management to field activities
  • The CSM should work proactively to find efficiencies to improve the customer experience and internal procedures.
  • Synthesize customer feedback and work with internal teams to respond to customer needs
  • Take ownership of situations affecting your customers and follow any issues through to completion.
  • Notifying process problems and challenges to sales, product and marketing departments
  • Serve as the product consultant and subject matter expert on PayPal operations processes, procedures and policies. 

Key competencies of Retain CSM at PayPal

  • Trusted advisor and proactive partner (Create evangelists and advocates among your customer base)
  • Demonstrate critical thinking skills – experience managing complex customer issues from inception through resolution.
  • Uses good judgment and operates effectively without supervision or written guidelines
  • Ability to build strategic working  internal & external relationships (Possess fantastic interpersonal skills and be strong leaders.)
  • Strong planner / organizer (have experience directing others).  Adept at time management & prioritisation
  • Ability to communicate, listen, and influence (Excellent written and verbal communication skills – past experience in an environment that required heavy client contact, documentation and follow up.)
  • Adaptable / quick learner
  • Strategy, product, and technical acumen and expertise
  • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
  • Strong knowledge of Payments, Customer Service and Industry practices
  • Technical aptitude and ability to learn software programs
  • Generate and share educational resources, trainings, and best practices
  • Be self-motivated and effectively manage your workload.
  • Think outside the box, consistently bring new ideas to the table.
  • Leverage your expertise and the expertise of your peers to achieve results.
  • Support Initiatives from other departments

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