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 democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary: Customer Success Managers must know the company’s products inside and out, proactively manage issues & escalations from customers/merchants, reflecting their voice of merchant with a concrete plan of mitigation. They will help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans. Commit to providing value at every interaction. 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).

**Job Description**:
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 proactively address strategic and product roadblocks to enable use of multiple PayPal products and mitigate merchant churn. Your success in this role will be measured through customer satisfaction, customer retention, integration quality, sales opportunities, and decline/churn prevention. You will also be comfortable at both consulting with and negotiating with C-level executives, backed by strong understanding of their business objectives. Key to this role is being able to articulate the value, inspire and encourage future adoption and expansion of PayPal product and services.

**Qualifications**
- Fluency in English. Ability to speak and write in Arabic language is highly advantageous.
- Bachelor’s Degree or relevant experience required
- Prior payments or e-commerce knowledge preferred
- Success in a start-up experience and/or sales role a plus
- Strong project management skills to manage a dynamic merchant portfolio
- 8-10 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred. Experience in Middle Eastern merchant and have servicing experience is a bonus
- Proven track record of successfully managing large enterprise customer group with different complexities, 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

**Key Competencies of a Customer Success Manager**
- Trusted advisor and proactive partner
- Ability to build strategic working relationships
- Value delivery
- Strong planner / organizer
- Ability to communicate, listen, and influence
- Adaptable / quick learner
- Strategy, product, and technical acumen and expertise

**Key Responsibilities**
- Develop strategic relationships with merchant decision makers, including CTO and product owners
- Partner with merchant to develop strategy, build trust, and demonstrate value of PayPal
- Develop Create and update Account Plan for strategic account to grow merchant relationships including using internal reporting and identifying opportunity for improvement and enhancement
- Develop and facilitate Account Plan and Executive Business Reviews with merchants
- Proactively deliver value to merchants through ongoing use and optimization of existing products
- Advocate for merchant with internal teams, including product, technical support, etc
- Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunities
- Lead pass revenue-bearing opportunities to sales
- Capture voice of merchant and able to produce business case to escalate to product team to reflect on product roadmap
- Establish and oversee customer’s onboarding and adoption of product and services to continue drive incremental value and return on customer’s investment
- Drive merchant retention through ongoing relationship management and churn
- Provide reactive servicing for production outages, refund approvals, brand risk, product gap escalations, chargeback adjudications, etc.
- Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines and interchange
- Complete periodic underwriting review
- Work with a cross-functional teams (including TAMs) to execute servicing needs

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 f