Senior Account Manager, SMB

About the role

PayPal's SMB team supports small and medium-sized businesses competing on a bigger stage. As an AM1, you will own the end-to-end commercial relationship for a portfolio of around 80 higher-value SMB merchants, proactively deepening relationships, expanding product adoption and solving merchant needs to protect and grow transaction margin. The role suits someone who wants real ownership, from spotting the next growth opportunity to tackling problems with no playbook.

Key responsibilities

• Act as the single point of contact for your merchants, owning commercial outcomes end to end.
• Acquire, manage and expand relationships with small and medium-sized merchants.
• Use AI-powered tools to surface growth, cross-sell and risk signals across your portfolio.
• Influence process quality and efficiency internally, and pull in the right teams to resolve merchant needs.
• Keep pipeline, forecast and portfolio health reporting sharp, and share what works with less experienced account managers.
• Make the call when the standard process is not enough, and weigh alternatives on ambiguous merchant issues.

Required profile

• 5+ years of relevant experience and a Bachelor's degree, or an equivalent combination of education and experience.
• A track record of owning high-value or strategic customer relationships and their commercial outcomes.
• Quantifiable examples of retaining and growing a complex book of business through cross-sell, upsell or wallet-share growth.
• Comfortable using AI or commercial data to rank opportunities and act early on churn or decline risk.
• A strong internal operator who mobilises partners, keeps account plans and forecasts sharp and closes out actions.

What we offer

• Pay range in Milan: base pay EUR 43,200 to 62,040 annually, total target cash EUR 72,000 to 103,400 annually; details of the sales incentive structure given during hiring.
• Possible equity or other incentive compensation.
• Balanced hybrid model: 3 days in the office and 2 days at the office or home.
• Choice-based benefits including paid time off, healthcare coverage for you and your family, and mental health resources.