Scaled Customer Success Manager

Confirmed live in the last 24 hours

Locations

Chicago, IL, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Management

Marketing

Sales

Requirements

5+ years experience in a client-facing role, ideally customer success, consulting, financial services, account management, or sales experience, preferably working with a technical product
Sophisticated business sense and understanding of underlying drivers and strategy of our user's businesses
Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
Strong analytical skills and ability to navigate data and people to find answers
Strong operating rigor, including organizational and time management skills
Strong executive presence and presentation skills
A capability to work well with a wide range of people, both internally and externally, including working with a team of sales and services peers
Motivation and flexibility to work well in a high-growth environment where things change quickly

Responsibilities

Help scope, build, and deliver ongoing product adoption, payments performance, and user advocacy engagements to a book of customers. Liaise with sales and product teams to understand key drivers of health and opportunities to improve optimization and engagement
Manage a scaled book of customers to drive overall account health via targeted engagements with regards to product usage, payments performance, optimization, education, adoption, and customer satisfaction
In coordination with an account team, support expansion of your book--identifying & surfacing opportunities to ensure customers are successful
Evangelize Stripe customer success stories and customer success systems and processes
Serve as a trusted payments and product advisor to the customer, providing education on the use and benefits of our products and insights on our industry
Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on innovation and improvement needed to optimize the Stripe user experience

Desired Qualifications

History of success as a consultant, pre-sales, technical account management, or equivalent; experience prioritizing and managing a large and varied book of business is a plus

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

Stripe’s Customer Success team today only works with large, strategic clients. We are looking to expand our reach, and engage with additional customer tiers by building a scaled CS discipline. We are looking for motivated and curious Customer Success Managers to help build out Stripe’s Scaled Customer Success motion. You will have a unique opportunity to be a founding member of this team, helping shape how we impact customers at scale. The goal of Scaled CS at Stripe is to execute critical customer engagements in order to efficiently demonstrate ROI to the customer base.

What you’ll do

Scaled CSMs will run targeted engagements to help groups of customers derive maximum value from their investments, leading to project success, retention, and renewal. Scaled CSMs will run targeted success programs, and the ideal CSM will enjoy building processes and playbooks, then executing them with customers. This role involves working closely with internal account teams to engage in product, payments, and technical conversations at multiple levels of the user’s organization. You will love this job if you are a natural relationship and business builder, with a keen sense of detail and passion for optimization.

Responsibilities:

Help scope, build, and deliver ongoing product adoption, payments performance, and user advocacy engagements to a book of customers. Liaise with sales and product teams to understand key drivers of health and opportunities to improve optimization and engagement
Manage a scaled book of customers to drive overall account health via targeted engagements with regards to product usage, payments performance, optimization, education, adoption, and customer satisfaction
In coordination with an account team, support expansion of your book--identifying & surfacing opportunities to ensure customers are successful
Evangelize Stripe customer success stories and customer success systems and processes
Serve as a trusted payments and product advisor to the customer, providing education on the use and benefits of our products and insights on our industry
Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on innovation and improvement needed to optimize the Stripe user experience

Who you are

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.

Minimum requirements

5+ years experience in a client-facing role, ideally customer success, consulting, financial services, account management, or sales experience, preferably working with a technical product
Sophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses
Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
Strong analytical skills and ability to navigate data and people to find answers
Strong operating rigor, including organizational and time management skills
Strong executive presence and presentation skills
History of success as a consultant, pre-sales, technical account management, or equivalent; experience prioritizing and managing a large and varied book of business is a plus
A capability to work well with a wide range of people, both internally and externally, including working with a team of sales and services peers
Motivation and flexibility to work well in a high-growth environment where things change quickly

1,001-5,000 employees

Website

Payment processing platform

Company Overview

Stripe's mission is to increase the GDP of the internet. Stripe is a technology company that builds economic infrastructure for the internet.

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.

Company Core Values

An environment of growth
Intentional communication
Fast-paced, detail oriented
Voraciously curious