Technology, Information and Internet · 17k people
Manager, Customer Success Manager
Posted 21 Oct
What’s this role about? You will lead and coach a high-performing team of Customer Success Managers to build durable relationships with strategic enterprise clients. Additionally, you will develop team strategy, drive adoption and growth metrics, and serve as an executive sponsor for key accounts.
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Company
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.
Responsibilities
- We are seeking a Manager to lead a team of high-performing Customer Success Managers to build and grow the relationships with our most complex users. You will
- Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
- Help drive an engagement model focused on building durable user relationships, increasing adoption, delivering value
- Develop both the vision and strategy for the team, driving progress toward customer health, renewal and growth metrics
- Be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans.
- Coach, mentor, and guide the team in developing consultative customer success and sales skills
- Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
- Build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting and business reviews.
- Inspire, motivate, and enable the team by setting clear expectations, providing direct feedback and supporting their individual development and career growth.
Qualification
Required
- 12+ years of customer-facing experience in customer success, account management, or sales with 3-5 years of people management experience
- Experience leading sales or account management in a high-growth technology environment
- Ability to hire, train, and coach a high-performing user-facing team
- Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
- Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
- Demonstrated passion for Stripe’s mission, and helping users succeed
Preferred
- Prior experience leading a customer success team
- Prior experience at a growth stage Internet/software company
- Payments or Billing experience
- Prior experience in customer success, enterprise account management, partnerships and/or business development
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