Customer Success Manager

The Company

Pay Pal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, Pay Pal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.

We operate a global, two‑sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. Pay Pal is more than a connection to third‑party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a Pay Pal or Venmo account balance, Pay Pal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.

Our Pay Pal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other.

We offer merchants an end‑to‑end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross‑border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross‑border trade.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

This job develops strategic engagement plans, facilitates workshops, creates communication strategies, acts 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.

• 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. Provide coaching to 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, enhancing overall service delivery.
• 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…