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 Managers are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal specifically in relation to Stripe’s Revenue and Finance Automation (RFA) product suite. Few roles provide such a direct impact on the growth of the company.

What you’ll do

You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe. This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multiple levels of the organization. You will be the user’s internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways that Stripe can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.

Responsibilities

Lead the RFA post-sale engagement, retention, and growth of your customers partnered closely with Account teams
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, billing, tax and invoicing advisor to the customer and educate them on the use and benefits of our products and our industry
Aligned with the account team perform 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

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

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

Preferred Qualifications

Prior experience working with modern SaaS billing and invoicing systems
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
Willingness to tackle things on your own
A capability to work well with a wide range of people, both internally and externally
The motivation and flexibility to work well in a high-growth environment where things change quickly

Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

Pay and benefits

The annual US base salary range for this role is $196,200 - $294,200. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.