Customer Success Manager, Fraud & Disputes
Stripe•3h ago
United StatesOnsiteFull-timeMid Level5+ yrs exp
H-1B sponsor
Top focus
Customer 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
- Stripe's Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion
- supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.
- What you’ll do
- The CSM for Fraud & Disputes is a specialized scaled coverage role serving the Global CSM Team. You will work across account executives, technical account managers, ProServ
- AEPs to drive Radar adoption and deliver measurable improvements in fraud rates, dispute rates
- overall payments health. You will be the domain expert and operational backbone for Stripe’s fraud and disputes product suite (examples: Radar Standard, Radar for Fraud Teams (RFFT), Disputes, Adaptive 3DS, Smart Refunds, Radar for Multiprocessor
- Radar for Platforms, working across partners in Product, ProServ, Support
- The ideal candidate combines deep fraud and payments risk domain expertise with strong cross-functional instincts.
- Responsibilities
- Monitor and Mitigate Risk: Identify churn signals, integration gaps, and potential Card Brand Monitoring Program (CBMP) risks to proactively initiate optimization conversations.
- Drive Value and Adoption: Educate users on fraud and disputes products, drive adoption of high-value features, and identify upsell opportunities
- Cross-Functional Partnership: Collaborate with cross functional teams to support trials, conversions, and joint enablement.
- Voice of the Customer: Act as the internal advocate by routing product feedback, representing user needs in roadmap discussions, and flagging systemic integration issues.
- Operational Leadership: Own reporting and performance metrics, lead internal training, and participate in key customer business reviews (QBRs/EBCs)
- 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 enterprise relationship management or consulting, with 2+ years embedded in payments fraud, risk management, or disputes at a payments company, bank, or fintech
- Domain Expertise: Proven experience with fraud prevention, chargeback management, and risk operations, including familiarity with fraud patterns, friendly fraud, first-party misuse, and dispute representment
- Product Fluency: Hands-on experience with machine learning-based fraud tools, rule-based fraud engines, or dispute management platforms; familiarity with Stripe Radar is a strong plus
- Executive Presence: Experience presenting fraud and risk performance data to and influencing senior stakeholders across risk, finance, and operations functions
- Operational Rigor: Ability to manage a complex book of business, balancing multiple merchant fraud investigations, dispute escalations, and performance reviews simultaneously
- Ability to navigate data and people to find answers, including interpreting fraud dashboards, dispute analytics, and authorization rate metrics
- Preferred qualifications
- Deep fraud and payments risk domain expertise with strong cross-functional instincts.
Required skills
fraud preventionrisk managementdispute managementmachine learningdata analysis