Manager, Enterprise Servicing

PayPal • New York, NY

9d • Hybrid

About The Position

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 Summary: PayPal Ads is seeking a strategic, media-savvy Customer Success Manager to lead the execution of full-funnel media programs across a diverse portfolio of advertisers and agency partners. The ideal candidate brings deep advertising and digital media expertise, along with strong client partnership skills, to bring media strategies to life through thoughtful execution and ongoing optimization, deliver clear and actionable insights, and support sustainable advertiser growth.

Requirements

• 5+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
• 8+ years of experience in advertising and digital media.
• Proven track record managing multiple clients and stakeholders in a fast-paced environment.
• Strong analytical skills and comfort using data to inform decisions and communicate insights.
• Exceptional written and verbal communication skills, with the ability to influence cross-functional teams and client decision-makers.
• Demonstrated success building long-term partnerships that drive measurable business outcomes.

Responsibilities

• Proactively identifies and addresses client needs by conducting regular check-ins and assessments, delivering tailored solutions that enhance their experience.
• Develops organizational communication frameworks that enhance transparency and alignment with merchants, ensuring a cohesive approach to client interactions.
• Establishes metrics and KPIs to measure client satisfaction and service effectiveness.
• Drives strategic initiatives that embed continuous improvement within the organization.
• Drives the development of comprehensive training programs for both clients and team members, ensuring high levels of product knowledge across the organization.
• Establishes thought leadership within the organization by publishing insights on industry trends and their implications for clients.
• Leads initiatives to develop innovative and customized service offerings based on thorough client insights and evolving market needs.
• Develops and refines processes for complex issue management, driving organizational excellence in problem resolution and enhancing client satisfaction.
• Establishes comprehensive monitoring frameworks that enhance service delivery and ensure optimal client experiences across the organization.
• Champions a culture of customer advocacy throughout the organization, ensuring that client perspectives are prioritized in all initiatives.
• Synthesizes merchant feedback into actionable insights, influencing broader account strategy and service improvements while presenting findings to senior leadership to drive organizational change.
• Strategically identifies and prioritizes high-impact growth opportunities that align with both merchant needs and business objectives, fostering strong relationships with key accounts.
• Leads comprehensive initiatives that consistently drive high levels of merchant satisfaction and long-term loyalty, including developing strategic partnerships and value-added services.
• Serve as the primary point of contact for onboarding, campaign execution, and ongoing advertiser support, partnering closely with the Account Executive, who owns sales and commercial discussions.
• Bring approved media strategies to life through thoughtful execution and ongoing optimization, working closely with cross-functional teams.
• Monitor campaign performance and deliver clear, data-driven insights and recommendations to support advertiser growth and retention.
• Act as a trusted internal partner, building strong relationships and driving alignment across key stakeholders.
• Capture advertiser and internal feedback to inform product enhancements, process improvements, and the evolution of PayPal Ads solutions.

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 comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager