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Customer Success Operations Manager

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Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure.

Job Description Summary:

The Customer Success Revenue Operations team plays a critical role in ensuring that PayPal’s Global Merchant Services, Enterprise Customer Success organization has the programs, processes, and insights in place to deliver exceptional experiences for Merchants across each stage of their journey with PayPal and optimize Merchant retention and growth.

As a Customer Success Operations Manager, you will be aligned to the operational needs of our EU Customer Success teams to drive best practices and organizational impact through process improvements, performance measurement/reporting, and customer success systems/tools optimization & enablement. You will serve as a trusted advisor to the Customer Success organization, partnering with cross-functional PayPal teams to equip Customer Success Managers to focus on our customers and operate effectively.

We are looking for someone whose passions intersect at enabling customer-facing teams and solving difficult and rewarding challenges. A successful candidate will be data-driven, have outstanding presentation and communication skills, be highly organized, focused, and self-directed, with the ability to manage multiple projects with defined timelines. This candidate should be able to drive solutions to problems raised by your stakeholders, as well as identify and solve for the problems your stakeholders may not yet be aware of. Above all else, you will work with teams and individuals driven to ensure PayPal & PayPal’s customers are successful, while developing lasting relationships along the way.

Job Description:

Responsibilities / What You’ll Do

  • Partner with the Global Accounts Customer Success organization and other internal teams to identify, prioritize, and deliver strategies, processes, and best practices to drive customer retention, satisfaction, and growth aligned to the strategic objectives of the Customer Success organization
  • Become a trusted advisor to the Global Accounts Customer Success organization leadership team; analyzing business performance and identifying opportunities to improve key performance metrics
  • Lead metrics driven “run-the-business” cadences for the Global Accounts Customer Success team to identify customer success trends and areas for improvement, and develop plans to address these issues
  • Lead and support the rollout of processes, programs, and tools to improve the Customer Success team’s effectiveness; communicating overall status, associated risks, dependencies and milestones
  • Drive change management, communications, training, and enablement strategies in partnership with Enablement team to continuously improve Customer Success Manager’s productivity and effectiveness
  • Collaborate with stakeholders across Analytics, Enablement, Finance, Marketing, Product, and other Revenue Operations teams; acting as liaison to ensure alignment across strategic objectives
  • Design, build and contribute to customer success playbooks, driving standardization and best practice sharing across Customer Success & Revenue Operations teams
  • Provide regular operational support to the EU Customer Success organization; providing reporting, performance measurement, process, and tool usage guidance to resolve day to day challenges


  • Confident self-starter with ability to manage multiple, concurrent projects and work independently in a fast-paced environment
  • Analytical and data-driven thinker with the ability to collect, organize, analyze, and accurately summarize significant amounts of information to senior-level stakeholders
  • Exceptional presentation, communication, and interpersonal skills with proven ability to build consensus among cross-functional teams and influence decision making with senior-level audiences
  • Enjoys “getting their hands dirty” digging into complex, ambiguous problems and identifying optimal solutions while balancing operational tactics and “big picture” thinking
  • Strong business acumen and deep knowledge of Customer Success practices; able to demonstrate knowledge of key processes and metrics
  • 7+ years of experience in Biz Ops, Customer Success Operations, Sales Operations, or other relevant role
  • Bachelor’s degree from a top-tier accredited university; Master’s degree preferred
  • Strong knowledge of and experience with Salesforce, Gainsight, Microsoft Excel
  • Proficient in project management, change management
  • FinTech, SaaS, or relevant technology industry experience is preferred

Additional Job Description:



Travel Percent:


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.

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. For more information, visit , and

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 [email protected].

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

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About the job

Apr 3, 2024


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