Manager, Customer Success Manager

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.

We are looking for a Manager to lead a team of high-performing Customer Success Managers to build and grow the relationships with our most complex users.

Responsibilities:

• Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
• Help drive an engagement model focused on building durable user relationships, increasing adoption, delivering value.
• Develop both the vision and strategy for the team, driving progress toward customer health, renewal and growth metrics.
• Be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans.
• Coach, mentor, and guide the team in developing consultative customer success and sales skills.
• Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs.
• Build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting and business reviews.
• 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.