Customer Success Manager, Stripe
Fintech/BNPL
$165-247.6k
OTE
A financial infrastructure platform for businesses
Posted today
A financial infrastructure platform for businesses
1001+ employees
Posted today
$165-247.6k
OTE
1001+ employees
Company mission
To increase the GDP of the internet
Role
Who you are
- 5+ years of enterprise relationship management or consulting, with 2+ years deeply embedded in the Fintech, Neobank, or Lending space
- Domain Expertise: Proven experience with BNPL-specific challenges, such as high-velocity recurring repayments, merchant-of-record complexities, and credit-loss mitigation
- Product Fluency: Familiarity with the mechanics of ledgering, virtual cards, and ACH
- Executive Presence: Experience presenting to and influencing C-level stakeholders in financial organizations
- Operational Rigor: Ability to manage a complex book of business across multiple time zones
- Ability to navigate data and people to find answers
- 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
What the job involves
- We are looking for a motivated and curious professional to manage a book of BNPL/fintech customers
- The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business
- The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights
- This role involves working closely with account executives, technical account managers, and operations teams to engage customers in product, payment, and technical conversations
- Manage a book of fintech/ BNPL customers to drive overall account health and value realization including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
- Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe’s enterprise customers
- Create bespoke account plans, outlining account strategy and action plan
- Act as the voice of the Fintech user, funneling requirements for Stripe Money Movement products back to our Product and Engineering teams
- Perform business reviews (EBCs, QBRs) to align on user priorities, review payments performance metrics, share Stripe product roadmap and provide guidance on how to optimize the value from Stripe
- 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
- In coordination with an account team, support book expansion--identifying and surfacing opportunities to ensure customers are successful
Our take
Stripe, nowadays a FinTech giant, spent the first few years since its founding building up its payments business, which primarily consisted of providing an API to eCommerce businesses so that they could easily integrate a payment option in their apps or websites, where before there was none.
More recently, Stripe has started to accelerate its growth with a significantly larger range of financial services including cash advances and credit cards. They also plan to build incorporation services, fraud protection, and more, diversifying its revenue away from payments and differentiating itself from its competitors.
To further expand its position, the company is extending its services to countries with vast customer potential, including Brazil, Japan and India. It is also partnering with OpenAI, the company behind ChatGPT - a win-win collaboration that is monetising OpenAI’s flagship products and at the same time enhancing Stripe with GPT-4, as it moves forward with intentions to "build the payments foundation for tomorrow's AI economy."
Freddie
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 14 rounds)
Mar 2023
$6.5bn
GROWTH EQUITY VC
Mar 2021
$600m
SERIES H
Total funding: $8.7bn
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- Comprehensive mental, physical and medical health plans
- Fertility benefits and parental leave
Company HQ
SoMa, San Francisco, CA
Leadership
Patrick Collison
(CEO)Studied maths at MIT before founding Stripe. Also on the board of the Long Now Foundation.
John Collison
(President)Studied at Harvard but dropped out to found Stripe.
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