Customer Success Manager

About Stripe Stripe builds programmable financial services. 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. Headquartered in San Francisco and Dublin, the company aims to increase the GDP of the internet.

Stripe

Help increase the GDP of the internet.

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S

stripe.com

5,001-10,000 employees

Technology, Information and Internet

South San Francisco, California

2010

Privately Held

1.8M LinkedIn followers

Raised $10.4B

• We are looking for a motivated and curious professional to manage a book of enterprise customers. The CSM will deliver 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.
• Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe's enterprise customers
• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
• Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
• Perform business reviews to align on user priorities, review payments performance metrics, share Stripe product roadmap, and provide guidance on how to optimize the value from Stripe
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to 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

Required

• We'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.
• 4+ years of experience in a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, working with a technical product
• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
• Proven track record of achieving targets and goals, preferably in a sales setting
• Has handled difficult customers or situations and can demonstrate resolutions
• The motivation and flexibility to work well in a high-growth environment where things change quickly

Preferred

• History of success as a consultant, pre-sales, technical account management, or equivalent
• Strong business sense and understanding of underlying drivers and strategy of our user's businesses
• Track record of managing large, complex projects and programs
• Prior experience in a Payments or FinTech environment