Director Customer Success Management
Shanghai, China

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ : PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy.

Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person.

Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid.

Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The ideal candidate is passionate about great customer experience, winning in the market and delivering on their commitments.

They have a proven track record of leading and transforming a large people organization as a highly motivated and effective team.


Drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed

Recruit, motivate, mentor, and lead the best customer success management talent

Strong business growth mindset, set up and drive programs to ensure continuous business success

Manage and prioritize work based on sales and activity pipelines as well as data analysis across teams

Accountable for revenue budget for the China back book

Collaborate with Sales, SalesOps, GoToMarket and Marketing teams to achieve joint targets

Surface opportunities to constantly improve the customer experience

Innovative thinking with a passion for problem-solving

Personal Qualities, Knowledge, Experience, and Skills Required

14+ years of experience in managing Customer Success or Account and Relationship Management teams

Experience and enthusiasm for successfully leading and transforming large people organizations

Deep leadership experience with demonstrated ability to build a highly motivated and effective team

Solid track record of over-achieving revenue targets across a multi-team organization

Strong communication skills and ability to collaborate and influence effectively in a complex organization

Strong analytical mindset and proven ability to turn data into action

Cross Selling and Account Development experience in a B2B context

Experience in building and leading a geographically distributed team

Payments / e-commerce / banking industry experience in a plus


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