Customer Success Manager
Who we areAbout StripeStripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
About the teamCustomer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.
What you'll doWe're looking for a motivated and curious professional to manage a book of enterprise customers. The CSM delivers proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.
The ideal candidate is detail-oriented and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.
ResponsibilitiesPartner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of enterprise customersManage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfactionServe as a trusted payments and product advisor to managed customers by delivering payment performance and industry insightsPerform business reviews to align on user priorities, review payments performance metrics, share the Stripe product roadmap, and provide guidance on how to optimize the value from StripeAdvocate for the customer to internal stakeholders. Share customer feedback and insights with Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience.
In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful.
Who you areWe're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements7+ years of experience in a client-facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical productStrong business sense and understanding of underlying drivers and strategy of our users' businessesTrack record of leading technical conversations and persuading others to take action based on requirements and value provided by solutionsStrong problem-solving skillsPreferred qualificationsExcellent operating rigor including organizational and time management skillsStrong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholdersHistory of success as a consultant, pre-sales, technical account manager, or equivalentProven track record of achieving targets and goals, preferably in a sales settingTrack record of managing large, complex projects or programsDemonstrated experience handling difficult customers or situations and driving resolutionsAbility to navigate data and people to find answers