Customer Success Manager

Customer Success Manager

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure.

**Job Description Summary**:
What you need to know about the role:
As a dynamic SEA Customer Success Manager, you will play a pivotal role in engaging effectively at all organizational levels, including the C-Suite. We are seeking an individual with robust business and client acumen, and exceptional domain expertise and project management skills to oversee client activity and support client success.

**Your way to impact**:
You will be the primary owner of strategic relationships with key leaders in merchant organizations. 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.

You will also act as the internal merchant advocate with other teams (e.g. Product and Risk team). With the ability to be a trusted advisor and strategic thought partner to merchants, you will manage customer relationships with merchants whose potential value exceeds their current value to PayPal. You will drive adoption of new integrations, conduct regular engagement contact to deliver merchant education and best-practice sharing, and you will proactively review merchants' operating environments, including competitive threats on the account. Your research and problem-solving skills will help merchants manage health, mitigate risk, and identify products that align to their strategic goals. Your success in this role will be measured through customer satisfaction, integration quality, increasing sales opportunities, and decline/churn prevention, margin optimization impact and NPS.

**In your day-to-day role, you will**:

- Accountable for CSM KPIs and OKRs
- Strong business retention mindset, support the CSM organization to drive and scale programs to ensure continuous merchant success
- Develop a plan for customer success and expansion for the managed portfolio to achieve growth goals.
- Identify up-sell and product extension sales opportunities and communicate any potential risks that would threaten renewal.
- Adding value to merchant relationships and drive desired merchant goals by actively participating in merchant business reviews and able to cultivate relationship with merchant C-level executives

**What do you need to bring**:

- 3- 6+ years experience in leading Large Enterprise and regional accounts in a dynamic matrix in Southeast Asia and India region
- Professional working proficiency in both English and Mandarin Chinese
- To drive cross-functional efforts, you must be an effective and productive collaborator
- Ability to move rapidly and adapt in constant change business environment
- Ability to articulate account insights and success stories with impact succinctly
- Strong communication skills and ability to collaborate and influence effectively in a complex organization and with sales and other stakeholders
- Strong analytical mindset and proven ability to turn data into actionable insight
- Experience in an environment that requires you to identify key problems and independently determine appropriate solutions.
- Payment processing, acquiring/issuing, financial services/credit, e-commerce or marketplace experience a plus

**Additional Job Description**:
**Subsidiary**:
PayPal

**Travel Percent**:
0

**Our Benefits**:
At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

**Who We Are**:
Click Here to learn more about our culture and community.

Any general requests for consideration of your skills, please Join Our Talent Community.

Job ID R0111543