Customer Success Manager, Stripe
RFA
$196.2-294.2k
A financial infrastructure platform for businesses
Open for applications
A financial infrastructure platform for businesses
1001+ employees
Open for applications
$196.2-294.2k
1001+ employees
Company mission
To increase the GDP of the internet
Role
Who you are
- You will love this job if you are a natural relationship and business builder
- 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-start
Desirable
- Prior experience working with modern SaaS billing and invoicing systems
- 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
What the job involves
- Stripe’s Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal specifically in relation to Stripe’s Revenue and Finance Automation (RFA) product suite
- Few roles provide such a direct impact on the growth of the company
- You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe
- This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multiple levels of the organization
- You will be the user’s internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways that Stripe can build the next generation of user-focused solutions
- Lead the RFA post-sale engagement, retention, and growth of your customers partnered closely with Account teams
- 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, billing, tax and invoicing 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, payments performance, optimization opportunities, 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
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 payments 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 looking to triple its presence in Ireland, and extend its services to countries with vast customer potential, including Brazil and India. Its latest venture, coming atop significant new funds, is to partner with OpenAI, the company behind ChatGPT - a win-win collaboration that will monetize OpenAI’s flagship products and at the same time enhance Stripe with GPT-4, as it moves forwards with intentions to "build the payments foundation for tomorrow's AI economy."
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
-5% employee growth in 12 months
Company
Funding (last 2 of 13 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 values
- Built for builders - The best reason to work at Stripe is that you will have colleagues who support and challenge you to do the best work of your career. We combine a big-picture mindset with obsessive attention to the details, down to the last pixel, API parameter, and word.
- An environment of growth - We care about results more than CVs. We value managers who remain experts while developing talent and designing successful orgs. You can also have a big impact and advance far without managing anyone. We want you to take what you’ve been hired to do, and show us how it’s done – you might create something we never would have imagined. We have had account managers start a publishing arm, interns who have run business units, and hackathon participants who have built company-defining products.
- Fast-paced, detail oriented - We balance innovation with scrupulous attention to every bit and byte involved in the movement of money – because we can’t do our job well unless we do both. When we started, we emailed every API error to everyone at the company. Now, we have more than 250 million API requests a day – and we still care about each one.
- Voraciously curious - We wish there was a book that described what we need to do next (we’d even publish it), but since there isn’t, we all have to write it together. You will need to find answers to questions you’ve never been asked before. Sometimes, you will be the first person ever to contemplate a particular problem. We want people who devour books for fun and approach new challenges with eager curiosity.
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Patrick Collison
(Content Strategist)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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