Manager, Customer Success

About the position

Stripe is a financial infrastructure platform for businesses, serving millions of companies from large enterprises to ambitious startups. The Customer Success Managers (CSM) at Stripe oversee the post-sales lifecycle for users, ensuring they maximize their investment in Stripe's services. This role is crucial for driving user success, increasing retention, and supporting renewal outcomes, directly impacting the company's growth. As a manager in this role, you will lead a high-performing team of Customer Success Managers, working closely with executives at existing enterprise customers to ensure their needs are met and to drive engagement with high-growth accounts.

Responsibilities

• Recruit, train, and lead a team of Customer Success Managers
• Help drive an engagement model focused on high growth accounts
• Develop both the long-term vision and strategy for the team and drive progress toward key metrics
• Be accountable for increasing revenue, managing day-to-day operations, and scaling the team
• Coach, mentor, and guide the team in developing consultative and solution-based customer success and sales skills
• Effectively work cross-functionally across the organization to shape Stripe's solutions to meet client needs
• Inspire, motivate, and enable individual development to promote career growth of direct reports

Requirements

• 7-10 years of technology sales or account management experience with 3-5 years of people management experience
• Experience leading sales, account management and operations in an early stage, high-growth technology environment
• Ability to hire, train, and coach a high-performance Customer Success team
• Ability to support the Customer Success Managers' efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
• Demonstrated passion for Stripe's mission

Nice-to-haves

• Prior experience leading a scaled customer success team
• Prior experience at a growth stage Internet/software company
• Payments experience
• Prior experience in customer success, enterprise account management, partnerships and/or business development

Benefits

• equity
• company bonus or sales commissions/bonuses
• 401(k) plan
• medical, dental, and vision benefits
• wellness stipends