Customer Success Manager, Platforms at Stripe in Chicago, IL; Atlanta, GA

Job description

• 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 Platform customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.
• The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.
• We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Responsibilities

• Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe’s platform 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.

Requirements

• 10+ years of experience in a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
• Marketplace and/or SaaS Platform experience
• 3+ years of experience with consumption-based SaaS products (not license/seat)
• 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
• Deep expertise in FinTech
• Experience in embedded payments

Skills

Required

• Client-facing skills
• Enterprise relationship management
• Technical product knowledge
• Strong business sense
• Analytical skills
• Leading technical conversations
• Persuasion and influence

Preferred

• Deep expertise in FinTech
• Experience in embedded payments

Benefits

• The annual US base salary range for this role is $200,200 - $300,400. 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.