Director, Customer Success

4 days ago

Singapore PAYPAL PTE. LTD. Full time

The Director Customer Success for HKT, SEA and IN/MEA will be accountable for all existing merchant relationships in the Large Enterprise and Mid-Market segments across a large set of PayPal growth markets (Hong Kong, Korea, Taiwan, SEA, India, and Middle East & Africa). They will lead a group of CSM leaders and be responsible for the back book portfolio of these markets. 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/up selling. Additionally, this role will also be responsible to lead the retention programs and Voice of Merchant program for Growth Markets. The position is highly visible in the organization and involves frequent interaction with senior leaders at PayPal and external merchant partners.

**Responsibilities**
- 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 activity pipelines as well as data analysis across teams
- Collaborate with Sales, SalesOps, Go-To-Market 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**
- 12+ years of experience in managing Customer Success or Account and Relationship Management teams (3+ years as second line leader)
- Experience and enthusiasm for successfully leading and transforming large people organizations
- Deep 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

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