Customer Success Manager

Overview

As a Customer Success Manager, you will steward a portfolio of enterprise Stripe customers, delivering proactive workshops, reviews, and payments insights to enable growth and maximize value. You will collaborate with sales, technical account managers, and operations to drive retention, expansion, and renewals while advocating for customers with internal teams. You translate customer needs into actionable insights and guide adoption of Stripe products and payments capabilities. This role offers impact at scale in a fast-paced, cross-functional environment with a strong focus on customer success and strategic outcomes.

Responsibilities

• Partner with account executives and technical account managers to support post-sale engagements focused on 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 feedback with Product Management, Engineering, Support, Marketing, and Sales on needed improvements to optimize the Stripe user experience
• In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful

Key requirements

• 7+ 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

• detail-oriented
• excellent operating rigor and time management
• strong executive presence and presentation skills
• experience leading technical conversations
• navigating data to extract insights and communicate value
• payments domain knowledge and performance metrics

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