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, 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

Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through this partnership, users derive maximum value from their investments, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company.

What you'll do

You'll become a trusted advisor to these customers, 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 and senior executives, and engaging in product, payments, and technical conversations at multiple levels of the organization.

You'll be the user's internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways to build the next generation of user-focused solutions. You'll love this job if you're a natural relationship and business builder.

Responsibilities

• Lead the post-sale engagement, retention, and growth of your customers, partnering 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 business reviews to align on business priorities and the 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 custo