Customer Success Manager, Enterprise

Job TitleStripe is looking for a motivated and curious professional to manage a book of enterprise customers.Job DescriptionThe Customer Success Manager (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.ResponsibilitiesPartner 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.QualificationsWe'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 productTrack record of leading technical conversations and persuading others to take action based on requirements and value provided by solutionsStrong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholdersProven track record of achieving targets and goals, preferably in a sales settingHas handled difficult customers or situations and can demonstrate resolutionsThe motivation and flexibility to work well in a high-growth environment where things change quicklyHistory of success as a consultant, pre-sales, technical account management, or equivalentStrong business sense and understanding of underlying drivers and strategy of our user's businessesTrack record of managing large, complex projects and programsPrior experience in a Payments or FinTech environmentIn-office ExpectationsOffice-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.Pay and BenefitsThe annual US base salary range for this role is $128,600 - $247,600. 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.Join UsAt Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.Apply now