Strategy & Operations Business Partner, Stripe

• 7+ years of work experience, with a significant portion in strategic / operational roles at high-growth tech companies or consulting
• High comfort with ambiguity—you take an undefined operational problem, scope it, design a solution, and drive it to completion with minimal oversight
• Experience with and holding a high bar across operational design, strategic planning, and reporting
• You are comfortable working independently with minimal oversight while holding yourself accountable to deadlines
• Experience working cross functionally with senior stakeholders. You're comfortable bringing an independent and opinionated perspective
• Technical proficiency in AI tools in order to automate workflows as needed
• Strong analytical rigor—you're comfortable owning data and metrics directly, running your own analyses, and pressure-testing assumptions without relying on a dedicated analytics partner
• Ability to manage technical resources and translate business needs into requirements

Desirable

• The Customer Success team oversees 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 teams provide such a direct impact on the growth of the company
• The Customer Success Strategy & Operations team sits at the center of how Customer Success operates at Stripe
• This role shapes both the function’s day-to-day operating model—from leadership forums and territory and compensation design to the systems and cadences that enable execution—and its long-term direction
• You will lead annual planning, OKR development, and engagement-model design to ensure CS is positioned to deliver for users and scale effectively
• This is a true ‘Business Partner’ role; you will serve as a trusted thought partner to Customer Success leadership—combining strategic insight, operational rigor, and hands-on execution
• You will help translate CS priorities into actionable plans, drive cross-functional initiatives, and build the operating mechanisms that enable teams to make better decisions, execute consistently, and scale effectively
• If you enjoy moving between strategic problem-solving and hands-on execution—and bring a roll-up-your-sleeves mindset—this role is for you
• The near-term focus of this role is on evolving and scaling the foundations of the Customer Success business
• This includes strengthening operating models, processes, business cadences, systems, and reporting infrastructure to support a growing and increasingly specialized organization
• As a key business partner, you’ll measure and analyze performance, develop forecasts and dashboards, and lead data-informed process improvements that help the CS team operate more efficiently and deliver greater customer impact
• Work cross-functionally to analyze and troubleshoot system challenges
• Define operating models for new Customer Success specialisms, including metrics, processes, and cross-functional ways of working
• Design and implement AI-enabled workflows that improve CSM efficiency, scalability, and customer impact
• Conduct analysis and investigation of system operations and workflow management
• Translate business needs into scalable technical solutions and lead their implementation from requirements through delivery
• Develop scalable, automated reports and dashboards that meet key business and leadership reporting requirement, and reduce manual effort and operational overhead
• Oversee the management of CSM territories
• Enhance business processes through data-driven decision-making
• Define and monitor annual and quarterly OKRs
• Prepare materials for QBRs and other leadership meetings