Program Manager, Customer Success Efficiency and Scale
Stripe•3w ago
United StatesOnsiteFull-timeManager Level5+ yrs exp
H-1B sponsor
Top focus
Program ManagerCustomer Success Manager
- 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
- accelerate new business opportunities. Our mission is to increase the GDP of the internet
- 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
- You’ll join the Customer Advocacy and Programs team, a small, high-impact team inside Customer Success that amplifies the voice of the customer and turns feedback into measurable change. We synthesize customer input and frontline insights to surface the highest-value opportunities, then partner with Product, GTM, Support, Operations
- technical teams to turn those opportunities into durable tools, programs
- Our mission is to help Stripe’s user-facing teams deliver more strategic, effective
- scalable experiences for users. We build the capabilities that help Customer Success Managers and the broader field better understand users, identify opportunities
- extending Customer Success impact beyond named coverage. We are establishing a more unified approach to Customer Success tooling and efficiency, with product discipline from problem discovery through adoption and measurable impact.
- What you’ll do
- As the Program Manager, Customer Success Efficiency and Scale, you will act as the product leader for a portfolio of internal tools, AI-enabled workflows, assets
- scaled programs that enable Customer Success and other user-facing teams. You’ll turn frontline pain points and user needs into a prioritized roadmap, define clear requirements and success measures
- partner with technical, data
- operational teams to deliver solutions that are adopted and create measurable impact.
- Although this role is titled Program Manager, it requires a strong product-management mindset and experience: deep user discovery, strategic prioritization, crisp product requirements, cross-functional delivery
- continuous iteration based on adoption and outcomes. You’ll operate in a highly ambiguous environment, create clarity across a broad stakeholder set
- balance near-term improvements with a longer-term vision for scaling Customer Success capabilities.
- Responsibilities
- Own the roadmap: Set and prioritize the Customer Success Efficiency and Scale roadmap, balancing user needs, business impact, feasibility, and organizational priorities.
- Discover and define problems: Partner with Customer Success Managers, Sales
- other user-facing teams to identify pain points, validate opportunities
- determine where tooling, automation, AI
- self-service can create leverage.
- Shape solutions: Translate validated needs into clear product briefs, requirements, success metrics, and launch plans. Partner with technical teams to deliver scalable solutions.
- Drive delivery and adoption: Coordinate cross-functional execution, manage dependencies and trade-offs, and ensure each launch has a clear enablement, measurement, and iteration plan.
- Scale Customer Success (CS) impact: Build tools, assets, and programmatic motions that help Sales and other teams deliver CS-caliber value where dedicated CSM coverage is not available.
- 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. The preferred qualifications are a bonus, not a requirement.
- Minimum requirements
- 5+ years of experience in product management, program management with substantial product ownership, business operations, consulting, or a related field.
- Experience leading products, platforms, workflows, or customer-facing solutions from discovery and prioritization through launch, adoption, and iteration.
- Strong product sense and user empathy, with the ability to turn ambiguous qualitative and quantitative inputs into clear strategy and requirements.
- A track record of leading complex, cross-functional work across technical, operational, and go-to-market teams.
- Strong analytical and structured problem-solving skills, including the ability to evaluate trade-offs and design scalable solutions.
- Excellent communication and influence skills, with the ability to create clarity and drive alignment across frontline teams and senior leaders.
- High degree of comfort with AI tools.
- Preferred qualifications
- Experience building internal tools, automation, AI-enabled workflows, or self-service experiences for customer-facing or go-to-market teams.
- Experience partnering with engineering, data, analytics, or AI teams to scope and deliver technical solutions.
- Experience developing multi-quarter roadmaps that balance quick wins with longer-term foundational investments.
Required skills
Go