Description
Job Description
We're seeking a Manager to lead a team of high-performing Customer Success Managers to build and grow relationships with our most complex users.
What you'll do
You'll recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts. You'll help drive an engagement model focused on building durable user relationships, increasing adoption, and delivering value. You'll develop both the vision and strategy for the team, driving progress toward customer health, renewal, and growth metrics. You'll be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans. You'll coach, mentor, and guide the team in developing consultative customer success and sales skills. You'll effectively work cross-functionally across the organisation to shape Stripe's solutions to meet client needs. You'll build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting, and business reviews. You'll inspire, motivate, and enable the team by setting clear expectations, providing direct feedback, and supporting their individual development and career growth.
Requirements
- 12+ years of customer-facing experience in customer success, account management, or sales with 3-5 years of people management experience
- Experience leading sales or account management in a high-growth technology environment
- Ability to hire, train, and coach a high-performing user-facing team
- Ability to support the Customer Success Managers' efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
- Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
- Demonstrated passion for Stripe's mission, and helping users succeed
Nice to haves
- Prior experience leading a customer success team
- Prior experience at a growth-stage Internet/software company
- Payments or Billing experience
- Prior experience in customer success, enterprise account management, partnerships, and/or business development