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About the Role

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.

Responsibilities

Develops strategic engagement plans that anticipate client needs and enhance satisfaction.
Facilitates workshops or training sessions to deepen client relationships.
Creates and implements communication strategies that promote clarity and engagement.
Provides coaching to peers on effective communication techniques.
Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues.
Shares knowledge with team members.
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.
Serve as the primary point of contact for onboarding, campaign execution, and ongoing advertiser support, partnering closely with the Account Executive.
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.

Requirements

3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
6+ years of experience in advertising and digital media.
Proven track record managing multiple clients and stakeholders in a fast-paced environment.
Demonstrated success building long-term partnerships that drive measurable business outcomes.

Skills

Media-savvy
Deep advertising and digital media expertise
Strong client partnership skills
Thoughtful execution
Ongoing optimization
Clear and actionable insights
Sustainable advertiser growth
Subject matter expert
Advanced product applications
Troubleshooting complex issues
Market trends analysis
Proactive advice
Comprehensive solutions design
Client issue resolution
Client interaction tracking and analysis
Data analysis
Communication strategies
Analytical skills
Comfort using data to inform decisions
Communicate insights
Exceptional written and verbal communication skills
Ability to influence cross-functional teams
Ability to influence client decision-makers

Location

New York City, New York
Chicago, Illinois

Work Type

Balanced hybrid work model (3 days in office, 2 days remote/office choice)

Experience Level

3+ years relevant experience
6+ years of experience in advertising and digital media

Education Level

Bachelor’s degree OR Any equivalent combination of education and experience

Salary/Compensations

New York City, New York: ($109,000.00 - $156,200.00 Annually)
Chicago, Illinois: ($95,500.00 - $141,900.00 Annually)

Benefits

Comprehensive, choice-based programs to support physical, emotional, and financial wellbeing
Flexible, balanced work culture
Holistic approach to benefits
Generous paid time off
Healthcare coverage for you and your family
Resources to create financial security
Support your mental health

About 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 provides 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.
Click Here to learn more about our culture and community.

Equal Opportunity

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.
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.