Customer Success Manager


March 27, 2021

Plymouth Meeting, PA 19462, US

Who we are: 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.
Job Description Summary: The Customer Success Manager Grow (CSM) is responsible for the growth, product penetration, retention, and overall satisfaction of a defined portfolio of Middle Market (MM) merchants. The CSM is responsible for building strong and meaningful relationships with their merchants, identifying cross sell and up sell opportunities, and recommending strategies to help merchants increase profitability and meet business objectives. In addition, the role will also be responsible for ensuring PayPal provides world-class service quality and effortless issue resolution for all their assigned merchants.
Job Description:
Roles and Responsibilities
Identify decision makers within your portfolio of accounts and build solid relationships using Value Framework (VF) and providing best-in-class reactive and proactive service quality.
Drive product and share of checkout penetration within assigned portfolio of accounts consistent with the merchant’s business model, industry, and selling behaviors creating value for the merchant and revenue for PayPal.
Manage negotiations, growth, and retention of merchants by building strong relationships, mastering VF, and relentlessly prospecting portfolio of accounts.
Deliver against monthly, quarterly, and annual targets (KPIs) for increasing/retaining PayPal’s share of total payment volume with the client either through recommended changes to the existing PayPal account or cross-selling PayPal products and services.
Have a curious mindset always willing to learn about new products, processes, and systems in order to continuously strive towards improved operational effectiveness.
Contribute to a cohesive and team-oriented cohort that rely on each other for support, knowledge and mentoring.
  • 2-3 years of experience in managing a book of business in inside sales/account or business development
  • Associates degree or equivalent work experience
  • Strength in solution-based selling and relationship management skills.
  • Previous experience in speaking with C-Suite executives in mid to large size businesses.
  • Results-oriented to meet and exceed assigned financial and customer satisfaction goals.
  • Excellent written and verbal communication skills – delivers presentations with solutions linking to business value
  • Understanding of what information is required from a merchant to create a value proposition and a merchant account plan.
  • Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organizational needs and demonstrate high levels of agility and adaptability.
  • Must be able to work independently.
  • Strong working knowledge of PC & internet-based applications
  • Ability to leverage internal and external resources to create customer contact strategies (SF, LinkedIn etc.)

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.