Account Manager, SMB

PayPal; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

PayPal is seeking an AM2 to own the end-to-end commercial relationship for around 200 SMB merchants, protecting existing margins and driving growth through structured servicing, retention and selling. It's a high-volume role requiring strong prioritisation and relationship management.

You'll be the single point of contact for merchants, using AI-powered tools to spot growth opportunities, coordinate with internal teams, and maintain accurate pipeline and forecasts while delivering effective

Qualifications

• Essential capabilities include structuring and segmenting a large book of ~200 SMB merchants.
• Strong in customer and commercial conversations, building trust and identifying needs.
• Experience using AI, data and playbooks to make informed trade-offs and spot opportunities.

Responsibilities

• Engage and collaborate with the immediate team.
• Acquire, manage, and expand relationships with small and medium-sized merchants.
• Own commercial outcomes end to end for your merchant book.
• Coordinate internal teams to resolve merchant needs and act when standard processes aren’t enough.
• Keep pipeline, forecast, and portfolio health reporting accurate.

Education

Bachelor's degree

Equivalent experience

Job description

Our 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

Our SMB business exists so small businesses can compete like big ones, and as an AM2, you'll be the person hundreds of them count on. You'll own the end-to-end commercial relationship for around 200 SMB merchants, protecting existing transaction margin and driving growth through consistent, systematic servicing, retention and selling. It's a high-volume book, so structure and prioritisation matter just as much as the sales conversation itself.

Job Description

Essential Responsibilities

• Engage and collaborate with the immediate team.
• Contribute to solutions and suggest efficiencies.
• Exercise judgment on issues of importance.
• Acquire, manage, and expand relationships with small and medium-sized merchants.
• Prioritize work and ensure task completion guided by policies and procedures.

Minimum Qualifications

1+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.

Additional Responsibilities & Preferred Qualifications

What You'll Do

• Be the single point of contact for your merchants, owning commercial outcomes end to end.
• Use AI-powered tools to spot growth, cross-sell and risk opportunities across your book.
• Keep pipeline, forecast and portfolio health reporting accurate, and share effective practices with fellow AM2 colleagues.
• Coordinate internal teams to resolve merchant needs, and decide the right action when standard process isn't enough.

What You'll Bring - Minimum Qualifications

3+ years of relevant experience and a Bachelor's degree, or an equivalent combination of education and experience.

Core Capabilities We're Looking For

• Structured, organised, and able to plan and segment a large customer book while keeping follow-through and service quality high.
• Skilled in customer and commercial conversations – building trust, identifying needs and converting the right opportunities without losing customer focus.
• Comfortable using AI, data and playbooks to make sound trade-offs and elevate at the right time when several things need attention at once.
• A reliable team collaborator who keeps records, pipeline and follow-ups accurate and aligned with internal stakeholders.

Nice to Have - Preferred Qualifications

• Customer-facing, account-servicing or relationship-management experience.

Subsidiary

PayPal

Travel Percent

0