Customer Success Manager

Job Description

You will become a trusted advisor to Stripe's customers, deeply understanding their business and needs, and helping them maximize the value they get from Stripe.

Responsibilities

• Lead the post-sale engagement, retention, and growth of your customers, partnering closely with the Account Executive
• Support expansion of your accounts - identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team
• Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team
• Evangelize Stripe customer success stories and customer success systems and processes
• Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status
• Serve as a trusted payments and commerce advisor to the customer and educate them on the use and benefits of our products and our industry
• Aligned with the account team, perform business reviews to align on business priorities, 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.
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience
• Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction

Requirements

• 8+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical product
• 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
• Experience building comprehensive account plans
• Proven track record of achieving targets and goals, preferably in a sales setting
• Track record of managing large, complex projects and/or programs
• Experience handling difficult customers or situations and can demonstrate resolutions
• Must work within a team environment with sales and services peers
• Ability to navigate data and people to find answers
• A strong understanding of our business and products, and an ability to research/self-starter

Preferred Qualifications

• 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
• Willingness to tackle things on your own
• 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