Head of Customer Success Management

Who we are

About Stripe

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.

About the team

Our users are the heart of our business. Stripe’s Global Customer Success Team is responsible for managing our largest and most strategic relationships, such as Bytedance, Canva, and Shopify. In this manager role you’ll be responsible for a high-performing team of Customer Success Managers covering the China Region. You’ll lead and coach the team, helping them deliver on ambitious targets, as well as roll up your sleeves to work directly with executives at existing enterprise Stripe customers.

We are looking for a self-starter who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology sales or account management team, superior communication skills, and a knack for understanding unique customer needs.

What you’ll do

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 from the China region.  

You will:

• Recruit, train, and lead a team of Customer Success Managers
• Help drive an engagement model focused on high growth accounts in the China region. 
• Develop both the long-term vision and strategy for the team and drive progress toward key metrics
• Be accountable for increasing revenue,  managing day-to-day operations, and scaling the team
• Coach, mentor, and guide the team in developing consultative and solution-based customer success and sales skills
• Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
• Inspire, motivate, and enable individual development to promote career growth of direct reports
• Travel to China to build interactions and relationships with our users. 

Who You Are

We’re looking for someone who has:

• 12+ years of customer success management or account management or sales experience with 3-5 years of people management experience
• Ability to hire, train, and coach a high-performance Customer Success team
• Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
• Excellent written and verbal command of English and Mandarin as the position will require you to primarily work with China-based merchants 
• Demonstrated passion for Stripe’s mission

Nice to haves:

• Prior experience at a growth stage Internet/software company
• Payments experience