Customer Success Manager

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.

Essential Responsibilities:

• Develops strategic engagement plans that anticipate client needs and enhance satisfaction.
• Creates and implements communication strategies that promote clarity and engagement.
• Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues.
• Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
• Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
• Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
• Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
• Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
• Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
• Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
• Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.

Minimum Qualifications:

• 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Additional Responsibilities & Preferred Qualifications :

• 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.

What you need to bring

• 6+ 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.

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 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.