Stripe

Builds payment software for internet businesses

Customer Success Manager - Enterprise

Customer SuccessConfirmed live in the last 24 hours

Full-timeChicago, IL, USA

About the Job

Requirements

A bachelor's degree or foreign equivalent in Engineering, Computer Science, Business Administration, Management, or a related field.
Four years of experience in enterprise customer success or strategic account management.
Four years of experience supporting expansion of complex accounts, including identifying opportunities and driving business outcomes.
Four years of experience building and fostering relationships with senior executives in business, product, and finance in partnership with the Account Executive and team.
Four years of experience working with the account team to perform annual business reviews to align on business priorities, payments performance, optimization opportunities, product roadmap, service satisfaction, usage patterns or insights, issue surfacing, value optimization guidance, and product expansion opportunities.
Four years of experience driving overall account health, including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.
Four years of experience with SaaS.
Four years of experience in finance, consulting, and account management.

Responsibilities

Support post-sales engagements focused on optimizing, retaining, and growing 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 by delivering payment performance and industry insights to customers.
Perform business reviews to align on user priorities, review payments performance metrics, share the company product roadmap, and provide guidance on optimizing customer value.
Advocate for the customer to internal stakeholders.
Share customer feedback and insights with Product Management, Engineering, Support, Marketing, and Sales regarding innovation and improvements needed to optimize the company user experience.
Coordinate with an account team to support book expansion and identify and surface opportunities to ensure customer success.

Who we are

About Stripe

Stripe, LLC. 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.

What you’ll do

Responsibilities

Support post-sales 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 manage customers by delivering payment performance and industry insights.
Perform business reviews to align on user priorities, review payments performance metrics, share company product roadmap and provide guidance on how to optimize the value from the company.
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 company user experience.
In coordination with an account team, support book expansion, identify and surface opportunities to ensure customers are successful.

Who you are

Minimum requirements

Must have a Bachelor's degree or foreign equivalent in Engineering, Computer Science, Business Administration, Management, or a related field, plus four (4) years of experience in enterprise customer success or strategic account management.

Must also have four (4) years of experience in each of the following:

Supporting expansion of complex accounts, including identifying opportunities, driving business outcomes;
Building and fostering relationships with senior executives in business, product and finance in partnership with the Account Executive and team;
Working with the account team to perform annual business reviews to align on business priorities, payments performance, optimization opportunities, product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize value, and identify product expansion opportunities;
Driving overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction;
SaaS; and
Finance, consulting, and account management.

Salary: $113,672 - $144,750/yr

This salary range represents the base salary range for the role and any sales commissions/sales bonuses targets, if applicable, would be in addition to the base salary.

40 hrs/week

50% Telecommuting permitted

Multiple Positions Available.

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. IL60

#LI-DNI

Requirements at a Glance

Experience Level: Mid
Education: Bachelor's

Benefits

Inclusive coverage - We provide a thoughtful and balanced set of benefits that allow Stripes to be their best selves and do great work. Whether that means offering comprehensive mental, physical, and medical health plans, supporting Stripes' financial futures, providing fertility benefits and parental leave, or making sure Stripes have access to healthy food at the office, our robust programs put Stripes and their families first.
Growth by way of learning - We are voracious learners and teachers. Our Education team delivers an onboarding and product training curriculum for all new Stripes, and hosts expert-led courses on things like project management fundamentals and macroeconomics. Beyond the formal program, Stripes are constantly sharing knowledge with each other through conversation, documentation, reading groups, and informal talks.
A principled approach to food - The food program holds a special place in Stripe's history and future. These Stripes come to our kitchen from a breadth of backgrounds and experiences, and focus on one proposition—respect. This is apparent not only in the local ingredients they work with or in the gracious, teamwork-driven buffet lines, but also in their approach to growing a global team through sustainable food practices and minimal waste.

About the Company

Stripe

Builds payment software for internet businesses

Stripe builds payment software that businesses of all sizes plug into their websites and apps to accept money online and in person. After its public launch in 2011, it won over internet startups by letting developers start taking payments with a few lines of code. Businesses use it to take cards and digital wallets, block fraud, bill subscriptions, and pay out sellers on online marketplaces, while Stripe earns a fee on each payment plus charges for add-on tools. Irish brothers Patrick and John Collison founded Stripe in 2010, and it is based in South San Francisco, California, and Dublin, Ireland. In 2016, John Collison, then 26, became the world's youngest self-made billionaire.

Company size: 5,001-10,000
Company stage: Private
Total funding: $8.7B
Headquarters: South San Francisco, CA
Founded: 2010

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