Customer Success Manager

Who we are About 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 teamStripe’s Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal specifically in relation to Stripe’s Revenue and Finance Automation (RFA) product suite. Few roles provide such a direct impact on the growth of the company.What you’ll doYou will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe. This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multiple levels of the organization. You will be the user’s internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways that Stripe can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.ResponsibilitiesLead the RFA post-sale engagement, retention, and growth of your customers partnered closely with Account teamsSupport expansion of your accounts--identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account teamBuild and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and teamEvangelize Stripe customer success stories and customer success systems and processesArticulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor statusServe as a trusted payments, billing, tax and invoicing advisor to the customer and educate them on the use and benefits of our products and our industryAligned with the account team perform business reviews to align on business priorities, payments performance, optimization opportunities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunitiesAdvocate 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 experienceDrive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfactionWho 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 requirements6+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical productPayments and/or fintech experience requiredExperience with consumption-based SaaS productsStrong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholdersHistory of success as a consultant, pre-sales, technical account management, or equivalentPreferred qualificationsPrior experience working with modern SaaS billing and invoicing systemsExperience with billing solutions strongly preferredSophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses Stripe