Customer Success Manager
Stripe•2h ago
United KingdomOnsiteFull-timeMid Level4+ yrs exp
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
- 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
- We're looking for a motivated and curious professional to manage a book of enterprise customers. The CSM delivers proactive workshops, business reviews, payments insights
- thought leadership to help users grow their business.
- The ideal candidate is detail-oriented and meticulous
- enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers
- operations teams to engage customers in product, payment
- technical conversations.
- Responsibilities
- Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of enterprise customers
- Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
- Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
- Perform business reviews to align on user priorities, review payments performance metrics, share the Stripe product roadmap, and provide guidance on how to optimize the value from Stripe
- Advocate for the customer to internal stakeholders. Share customer feedback and insights with Product Management, Engineering, Support, Marketing
- Sales on the innovation and improvement needed to optimize the Stripe user experience.
- In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful.
- 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
- 4+ years of experience in a client-facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
- Strong business sense and understanding of underlying drivers and strategy of our users' businesses
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
- Strong problem-solving skills
- Preferred qualifications
- Excellent operating rigor including organizational and time management skills
- Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
- History of success as a consultant, pre-sales, technical account manager, or equivalent
- Proven track record of achieving targets and goals, preferably in a sales setting
- Track record of managing large, complex projects or programs