Scaled Technical Account Manager, Stripe

• If you embody a user-first and consultative mindset and are a keen problem solver, we want to hear from you
• 2+ years of experience in operations or account management roles, preferably in payments, fintech, or a similarly fast-paced industry
• Familiarity with ticketing systems (JIRA, Zendesk) and CRM platforms (Salesforce, Gainsight, etc.)
• Proficiency in data analytics and reporting (Power BI, Tableau, or similar) to interpret account health metrics
• Demonstrated experience understanding APIs, integrations, or common technical troubleshooting steps (depending on product focus)
• Demonstrated experience understanding SQL and ability to write, edit and understand basic SQL queries (ability to query data within databases)
• Ability to problem solve with minimal guidance in a rapidly changing environment while navigating ambiguity
• Demonstrated technical aptitude and prior experience with data analysis and use of technical tools to troubleshoot user issues
• Willingness to learn new technologies and product features and functionality
• Excellent communication skills and ability to engage with users at scale through written content (newsletters, webinars) and virtual sessions
• Strong time management and organizational abilities to balance multiple accounts and outreach programs
• A customer-first mindset with the ability to quickly build rapport, instill confidence, and drive adoption
• Ability to collaborate with cross-functional teams to achieve desired results

Desirable

• Technical Account Managers work cross-functionally to support Stripe’s largest and most complex users
• The Scaled Technical Account Manager (Scaled TAM) oversees and supports a scaled portfolio of enterprise users by leveraging automated tools, standardized processes, and proactive engagement techniques
• This role focuses on consistent, high-quality account management rather than individualized, deep-dive engagements
• The Scaled TAM ensures that all assigned users receive timely technical guidance, health checks, and adoption strategies
• Additionally, they work cross-functionally across internal Stripe teams and provide an elevated support experience
• Manage a scaled book of enterprise user accounts, typically at a higher ratio
• Use dashboards and reporting tools to identify usage trends, spot red flags, and forecast potential risks
• Bring a builder mentality as you scale and grow the segment and set the strategic direction for user support and engagement
• Develop one-to-many outreach programs, such as webinars and value-add activities, addressing common challenges and best practices
• Conduct routine technical health checks to spot areas of improvement for Stripe’s users
• Be directly accountable for analyzing and improving their support experience and providing contextual insight regarding users’ experience with support
• Serve as an escalation point to provide break-fix support and for ad-hoc technical questions from the user
• Collaborate with Engineering and other Operations teams to diagnose and solve technical user problems
• Coordinate escalations for complex or high-impact incidents
• Deliver an elevated services and support experience (fast, smart, concise, human, accurate, and informed) to your assigned users and internal stakeholders
• Represent user priorities within the Operations org via support channels, documentation or product/feature feedback or development
• Analyze and optimize our support documentation and processes, and develop best practices to improve users’ experiences and help scale operations
• Collaborate internally to streamline operational workflows and enhance efficiency
• Partner with other TAMs, Customer Success Managers, and Account Executives to ensure consistent customer experiences throughout the user lifecycle
• Communicate proactively with leadership about progress against portfolio targets and any resource or process needs