Full-Time

Customer Success Manager

Posted on 5/10/2024

Stripe

Stripe

5,001-10,000 employees

Online payment processing and financial infrastructure

Financial Services
Data & Analytics

Senior

San Francisco, CA, USA + 3 more

Required Skills
Sales
Marketing
Requirements
  • 8+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical product
  • Strong analytical skills and operating rigor
  • Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
  • History of success as a consultant, pre-sales, technical account management, or equivalent
  • Experience building comprehensive account plans
  • Proven track record of achieving targets and goals, preferably in a sales setting
  • Track record of managing large, complex projects and/or programs
  • Experience handling difficult customers or situations and can demonstrate resolutions
  • Must work within a team environment with sales and services peers
  • Ability to navigate data and people to find answers
  • A strong understanding of our business and products, and an ability to research/self-start
Responsibilities
  • Lead the post-sale the engagement, retention, and growth of your customers partnered closely with the Account Executive
  • Support expansion of your accounts--identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team
  • Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team
  • Evangelize Stripe customer success stories and customer success systems and processes
  • Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status
  • Serve as a trusted payments and commerce advisor to the customer and educate them on the use and benefits of our products and our industry
  • Aligned with the account team perform quarterly 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 opportunities
  • 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
  • Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction

Stripe is a financial infrastructure platform that facilitates online and in-person payments, subscription management, invoicing, and fraud management. It provides a unified platform, powerful APIs, and no-code options for developers, with a technology-first approach to payments and finance.

Company Stage

N/A

Total Funding

$9.3B

Headquarters

South San Francisco, California

Founded

2010

Growth & Insights
Headcount

6 month growth

10%

1 year growth

15%

2 year growth

20%

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.