Senior Customer Success Manager

Customer Success Manager

Stripe 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.

Stripe's Customer 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.

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.

Responsibilities include partnering 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.

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. Minimum requirements include 6+ years of experience in a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, working with a technical product. A 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 qualifications include 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.

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

The annual US base salary range for this role is $181,600 - $272,400. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office locations: New York, South San Francisco HQ, or Seattle

Team: Customer Success

Job type: Full time