Customer Success Manager

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 Summary:

Note that this is an individual contributor role.

In this role, your daily activities center around three key focus areas:

• Grow: Utilize a consulting approach to identify opportunities where PayPal can contribute to the growth and competitiveness of our merchants' businesses. Your insights and strategic thinking will be crucial in guiding them toward enhanced success.
• Satisfaction: Deliver a world-class customer experience on both business-focused and operational fronts. Your day involves ensuring our merchants are not only satisfied with our services but also receiving the support and guidance needed for seamless operations.
• Retain: Build solid and lasting relationships by proactively and consistently demonstrating the value of PayPal's offerings. Your efforts contribute to the retention of our valued merchants, fostering loyalty and sustained partnerships.

Job Description:

• Responsible for building relationships with critical C-level executives at each merchant that engenders trust, confidence, loyalty, awareness, and mutual benefit.
• Works to resolve issues that threaten the health of business relationships (commercial and operational).
• Conducts quarterly “look back, look forward” meetings: (1) Present business intelligence related to merchant’s PayPal volume and product usage; (2) Review progress on long-term outstanding operational issues; (3) Present and discuss product roadmap; (4) Listen to merchant describe their business objectives and discuss how PayPal can help.
• Learns merchant’s product pain points and wish list; understands priorities and urgency; communicates this knowledge to PayPal management; keeps merchant informed of product roadmap; manages business relationship during post-launch re-integrations.
• Coordinates and facilitates meetings with PayPal functional groups (Marketing, Product, Engineering, Risk, Ops, Legal, etc.) for learning and confidence building purposes; facilitates meetings with PayPal senior management when appropriate.
• Communicates sensitive news to merchant such as a rate or reserve change, the need for a change in contractual terms, or the need to obtain confidential information for risk management purposes. Negotiates if appropriate.
• Works with Marketing on multi-merchant programs.
• Sells into merchant; engages Product, Marketing, and Sales Engineering as needed; negotiates terms/contract.
• Drives to implementation; oversees quality and delivery of integration and marketing commitments.
• Identifies and pursues opportunities for PayPal to penetrate new properties or channels within an existing merchant or family of merchants, bringing in or responding to sales initiatives when appropriate.

Experience and Skills:

• 4+ years of merchant-facing experience (Account Management, CSM/Sales preferred).
• Experience with large/complex merchants.
• Bachelor’s degree (Social Communication, Business Administration, or a similar field) – MBA or advanced quantitative degree is a plus.
• Fluency in Portuguese and English.
• Fluency in Spanish is desirable.
• Experience working with Microsoft Office (PowerPoint, Excel, OneNote, Outlook), Gainsight, and Salesforce.
• Payments or financial/banking industry experience preferred.
• Ability to balance the management of operational workload with the ability to execute strategically and proactively and drive value to Merchants.

Qualities and Behaviours:

• Strong interpersonal and relationship management skills, results-oriented and an appreciation of diversity in teamwork.
• Stakeholder management; leading solutions/initiatives to completion.
• Active Listening and Strong communication skills.
• Able to drive collaboration within a matrixed environment.

Additional Job Description:

Subsidiary: PayPal

Travel Percent: 0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

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.

We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion:

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at

Belonging at PayPal:

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

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

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.