Customer Success Manager

PayPal is a global payments platform that connects millions of merchants and consumers across 200 markets. With over 25 years of experience, PayPal offers a suite of payment solutions, including Venmo, Xoom, and advanced cross‑border capabilities.

Job Description Summary

This role develops strategic engagement plans, facilitates workshops, creates communication strategies, serves as a subject‑matter expert, leads discussions on market trends, designs comprehensive solutions, oversees resolution processes, and builds strong client relationships. It involves analyzing feedback trends and proposing tailored growth opportunities.

Essential Responsibilities

• Develop strategic engagement plans that anticipate client needs and enhance satisfaction.
• Facilitate workshops or training sessions to deepen client relationships.
• Create and implement communication strategies that promote clarity and engagement, and coach peers on effective communication techniques.
• Act as a subject‑matter expert, guiding clients on advanced product applications and troubleshooting complex issues; share knowledge with team members.
• Lead discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
• Design and implement comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
• Oversee resolution processes for high‑impact client issues, ensuring thorough communication and follow‑up with stakeholders.
• Develop systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
• Build strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
• Analyze feedback trends to identify areas for improvement and collaborate with cross‑functional teams to implement changes based on merchant insights.
• Proactively seek and propose tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
• Develop and execute initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, and measure their effectiveness through metrics.

Minimum Qualifications

• 3+ years of relevant experience and a Bachelor’s degree, or an equivalent combination of education and experience.

Additional Responsibilities and Preferred Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum 7 years in a customer‑servicing, merchant‑servicing, account management, or customer‑success management role; 10+ years preferred.
• Experience delivering client‑focused solutions that meet customer needs.
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with Looker, Tableau, or other data visualization tools, or willingness to learn.
• Prior payments industry experience preferred.
• Demonstrable ability to clearly communicate, present compellingly, and influence key stakeholders across functions.
• Experience navigating matrixed, cross‑functional team environments.
• Ability to work at pace and tenaciously pursue resolution of complex issues.
• Bias toward action and a desire for continuous learning and development.

Pay Range

Scottsdale, Arizona: $94,000 – $134,750 annually.

Omaha, Nebraska: $94,000 – $134,750 annually.

Additional compensation may include an annual performance bonus, equity, or other incentive compensation.

Commitment to Diversity and Inclusion

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 regarding public assistance, veteran status, or any other characteristic protected by federal, state, or local law. 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 [email protected].