Sr Mgr, Customer Success Mgt

**The Company**PayPal has been revolutionizing commerce globally for more than 25 years.Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal 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.PayPal 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 PayPal or Venmo account balance, PayPal 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 PayPal, 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.**Job Description**:**CSM Head Job description****About the job**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.We're a purpose-driven company, and our beliefs are the foundation of how we conduct business every day.We're guided by our core values of Inclusion, Innovation, Collaboration, and Wellness.Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work.We challenge the status quo, ask questions, and find solutions.Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.**Job Description Summary****Key Responsibilities**- ** Leadership & Team Management**:- Lead, coach, and develop a team of Global Account Customer Success Managers (CSMs) responsible for managing key merchant relationships.- Set performance goals, ensure professional development, and oversee team operations to ensure alignment with the company's strategic objectives.- Promote a customer-first culture within the team, emphasizing proactive engagement and value delivery at each touchpoint.- ** Strategic Customer Engagement**:- Oversee the development and maintenance of strategic relationships with key decision-makers at global merchant accounts, ensuring long-term partnerships and trust.- Act as an escalation point for high-profile customer issues, coordinating cross-functional teams to address and resolve roadblocks efficiently.- Drive customer adoption of new products and optimize existing integrations to maximize merchant value from PayPal solutions.- ** Revenue Growth & Retention**:- Identify both organic and inorganic growth opportunities within the merchant portfolio, collaborating with the Account Executive Heads to drive upsell and cross-sell initiatives.- Proactively manage the entire portfolio health, find common trends in revenue decline and ensuring that merchants are consistently utilizing PayPal's full suite of products.- Guide the team to create successfull account plans alinged with their growth priorites, to maximize the value PayPal can offer them.- ** Operational Excellence**:- Align with professional service head to create best in class integrations to improve operational efficiencies for the merchants, as well as mitigating potenial risks.- Coordinate the response to critical operational issues, including technical, workflo