Customer Success Manager, Enterprise

Job Overview

We are looking for a motivated and curious Customer Success Manager to oversee the post-sales lifecycle for Stripe's enterprise customers. As a Customer Success Manager, you will ensure users realise the maximum value of their investment, driving user success, increasing retention and expansion, and supporting mutually beneficial renewal outcomes.

Responsibilities

• Partner closely with account executives and technical account managers to support post-sale engagements focused on optimisation, retention, and growth of Stripe's 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 Stripe product roadmap, and provide guidance on how to optimise the value from Stripe
• Advocate for the customer to internal stakeholders, sharing customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimise the Stripe user experience
• In coordination with an account team, support book expansion, identifying and surfacing opportunities to ensure customers are successful

Requirements

• 4+ years of experience in a client-facing role in Enterprise relationship management, partnering with large, global, and complex organisations, preferably working with a technical product
• Strong 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
• Strong analytical skills
• Excellent operating rigour, including organisational 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 management, or equivalent
• Proven track record of achieving targets and goals, preferably in a sales setting
• Track record of managing large, complex projects and/or programs
• Has handled difficult customers or situations and can demonstrate resolutions
• Willingness to tackle things on your own
• Ability to navigate data and people to find answers
• 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