Manager, Customer Success

Who we are

About StripeStripe 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. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead.

That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

Stripe’s Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.

What you’ll doOur users are the heart of our business. Stripe’s Enterprise Customer Success Team is responsible for managing our largest and most strategic relationships, such as Lyft, Doordash, and Shopify. In this manager role you’ll be responsible for a high-performing team of Customer Success Managers.

You’ll lead and coach the team, helping them deliver on ambitious targets, as well as roll up your sleeves to work directly with executives at existing enterprise Stripe customers.

We are looking for a self-starter who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology sales team, superior communication skills, and a knack for understanding unique customer needs.

Responsibilities

• Recruit, train, and lead a team of Customer Success Managers within the Enterprise segment
• Help drive an engagement model focused on high growth accounts Develop both the long-term vision and strategy for the team and drive progress toward key metrics
• Be accountable for increasing revenue, managing day-to-day operations, and scaling the team
• Coach, mentor, and guide the team in developing consultative and solution-based customer success and sales skills
• Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
• Inspire, motivate, and enable individual development to promote career growth of direct reports

Who you are

• We’re looking for someone who meets the minimum requirements to be considered for the role.
• If you meet these requirements, you are encouraged to apply.
• The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

• 7-10 years of technology sales or account management experience with 4+ years of progressive people management experience
• Experience leading Enterprise sales, account management and operations in an early stage, high-growth technology environment Ability to hire, train, and coach a high-performance Customer Success team
• Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
• Demonstrated passion for Stripe’s mission

Preferred Qualifications

• Prior experience leading a scaled customer success team
• Prior experience at a growth stage Internet/software company
• Payments experience
• Prior experience in customer success, enterprise account management, partnerships and/or business development
• In-office expectations
• Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users.
• This expectation may vary depending on role, team and location.
• For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office.
• Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss.
• This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.
• Pay and benefits
• The annual US base salary range for this role is $205,100 - $307,7
• 0. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.
• This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location.
• Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.
• Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.