Customer Success Manager (Greater China)

We're seeking a Customer Success Manager to lead the post-sale engagement, retention, and growth of our customers in the Greater China region. As a trusted advisor, you will become deeply familiar with our customers' businesses and needs, and help them maximize the value they get from Stripe.

Key responsibilities include:

• Leading the post-sale engagement, retention, and growth of customers in the Greater China region, in partnership with the Account Executive
• Supporting expansion of accounts by identifying opportunities, driving business outcomes, and ensuring customers are successful in partnership with the account team
• Building and fostering relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team
• Evangelizing Stripe customer success stories and customer success systems and processes
• Articulating and driving customer use cases, customer value, and expansion while maintaining trusted customer advisor status
• Serving as a trusted payments and commerce advisor to the customer and educating them on the use and benefits of our products and our industry
• Performing quarterly 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
• Advocating for the customer to internal stakeholders and sharing customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience
• Driving overall account health, including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction

Requirements include:

• 7+ years of experience in a client-facing role, ideally in customer success, managing relationships with large, global, and complex organizations across Greater China
• High proficiency in English and Chinese
• 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
• 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
• Proven track record of achieving targets and goals, preferably in a sales setting
• Track record of managing complex projects and/or programs
• Willingness to tackle things on your own
• Ability to navigate data and people to find answers
• Capability to work well with a wide range of people, both internally and externally
• Motivation and flexibility to work well in a high-growth environment where things change quickly

Preferred requirements include experience working within a high-growth technology company and experience with consumption-based businesses.