Manager, Customer Success Manager at Stripe in NYC

Job description

• Our users are the heart of our business. Stripe’s Global Customer Success Team is responsible for managing our largest and most strategic relationships, such as Doordash, Lyft, and Shopify. In this manager role you’ll be responsible for a high-performing team of Customer Success Managers. You’ll lead and coach the team, helping them deliver on ambitious targets, roll up your sleeves to work directly with executives at existing enterprise Stripe customers and partner cross functionally to help users execute their business priorities.
• We are looking for a hands-on, visionary leader who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology Customer Success team, superior communication skills, and a track record for building trusted relationships with senior stakeholders and understanding unique customer needs.

Responsibilities

• We are seeking a Manager to lead a team of high-performing Customer Success Managers to build and grow the relationships with our most complex users. You will:
• Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
• Help drive an engagement model focused on building durable user relationships, increasing adoption, delivering value
• Develop both the vision and strategy for the team, driving progress toward customer health, renewal and growth metrics
• Be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans.
• Coach, mentor, and guide the team in developing consultative customer success and sales skills
• Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
• Build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting and business reviews.
• Inspire, motivate, and enable the team by setting clear expectations, providing direct feedback and supporting their individual development and career growth.

Requirements

• 12+ years of customer-facing experience in customer success, account management, or sales with 3-5 years of people management experience
• Experience leading sales or account management in a high-growth technology environment
• Ability to hire, train, and coach a high-performing user-facing team
• Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
• Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
• Demonstrated passion for Stripe’s mission, and helping users succeed
• Prior experience leading a customer success team
• Prior experience at a growth stage Internet/software company
• Payments or Billing experience
• Prior experience in customer success, enterprise account management, partnerships and/or business development

Skills

Required

• Customer success
• Account management
• Sales
• People management
• Leadership
• Coaching
• Strategic advice
• Executive sponsor
• Cross-functional collaboration
• Communication
• Problem-solving
• Ambiguity management

Preferred

• Customer success team leadership
• Payments or Billing experience
• Enterprise account management
• Partnerships
• Business development

Benefits

• The annual US base salary range for this role is $225,700 - $338,500. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.
• Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.