Director Customer Success Manager

New York, NY, USA | PayPal Holdings

  • Industry:
    Internet / Online Media
  • Position Type:
  • Functions:
    Customer Experience & Support
  • Experience:
    10-12 years
Job Description:
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Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ PYPL) is committed to demoCompanytizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 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, witCompanyaw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

OVERVIEW The Global Accounts (GA) Director of North America Customer Success Manager (CSM) will be accountable for all front book and back book merchant relationships in North America. Reporting into the Senior Director for Global Accounts CSMthe focus will be leading a successful and highly motivated Customer Success team on providing a superior customer experience for the NA Global Account portfolio, enabling growth opportunities and proactively delivering value-driven solutions to our clients, and by partnering with the broader Global Accounts teams (Sales, Account Executives and Professional Service partners).The position is highly visible in the organization and involves frequent interaction with senior leaders at PayPal and external merchant partners.This role will also require close coordination with a wide range of PayPal teams, including Product, Sales Support, Business Development, Professional Services, Risk, and a multitude of PayPal Operations departments. The ideal candidate is strategic in their understanding of the role and has the vision and ambition to optimize performance. The successful candidate will be passionate, highly committed, and driven. They will inspire great customer experience and deliver on the business strategic objectives.They have a proven track record of leading, transforming, and influencing within a large organization of a highly motivated and successful team.

Detailed Job Duties/ Responsibilities

Drive a results-oriented culture with a strong focus on service excellence, execution, speed and quality.

Lead and develop a team of leaders and implement great people and performance management practices across the organization

Motivate, mentor, and lead the best Customer Success Manager talent to achieve against all agreed KPI‘s

Collaborate with Global Account Business Segment partners, includingSales, SalesOps, Professional Services and Marketing teams to achieve joint targets

Develop contact and engagement strategy for across different sectors to optimise product and service delivery

Identify and implement strategic opportunities to constantly improve the merchant and customer experience

Continuously refine strategy and operating Organizationel for Customer Success Management

Define and evolve engagement strategy with Account Executive Management team in line with agreed Roles and Responsibilities to achieve maximum productivity and customer satisfaction.

Success including roles and responsibilities, customer segmentation, coverage Organizationel and engagement Organizationel.

Surface opportunities to constantly improve the customer experience. 

Innovative thinker with a passion for problem-solving.

Continuously monitor and manage customer health to identify churn risk early and drive higher retention.

Communicate and collaborate globally within PayPal Global Merchant Services & Sales leaders


Critical core competencies for successful performance in this role are

Ability to manage influence through persuasion, negotiation, and consensus-building

Ideally combined background of post-sale and sales experience

Strong empathy for customers/merchants AND passion for revenue and growth

Deep understanding of value drivers in recurring revenue business Organizationels

Analytical and process-oriented mindset

Demonstrated desire for continuous learning and improvement

Enthusiastic and creative leader with the ability to inspire others

Excellent written and verbal communication skills

Demonstrate critical thinking skills


10+ years experience in leading sales/ account management organizations

Strong Payment processing, acquiring or financial services/credit experience.

Proven experience in teaming up with business professionals with responsibilities to meet and exceed financial targets for customer share of wallet, contract negotiation, and account retention preferred

Experience in an environment where cross-functional collaboration is essential to accomplishing goals and objectives.

BA/BS degree in Business or related field

Willingness to travel as required