Customer Success Manager, Stripe
$128.6-247.6k
Salary applicable for US based candidates, may vary in further locations
More information about location
A financial infrastructure platform for businesses
Open for applications
A financial infrastructure platform for businesses
1001+ employees
Open for applications
$128.6-247.6k
Salary applicable for US based candidates, may vary in further locations
More information about location
1001+ employees
Company mission
To increase the GDP of the internet
Role
Who you are
- The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights
- 4+ years of experience in a client-facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
- Strong 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
- Strong analytical skills
- Excellent operating rigor including organizational and time management skills
- 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
- Proven track record of achieving targets and goals, preferably in a sales setting
- Track record of managing large, complex projects and/or programs
- Has handled difficult customers or situations and can demonstrate resolutions
- Willingness to tackle things on your own
- 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
- 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
- We are looking for a motivated and curious professional to manage a book of enterprise customers
- The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business
- This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations
- 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
- Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
- Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
- Perform business reviews 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 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
-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 HQ
SoMa, San Francisco, CA
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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