Stripe is hiring a Customer Success Manager in 1340 Customer Success Management — London. The overview below is synthesized from the employer posting on stripe.com: factual requirements and scope are preserved, but prose is rewritten with editorial context. Verify details and apply via the employer link.
Who we are
About Stripe
Company context from the listing:
Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities.
About the team
Company context from the listing:
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. Few roles provide such a direct impact on the growth of the company.
What you’ll do
Day-to-day scope for the Customer Success Manager as described in the posting:
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.
Responsibilities
Day-to-day scope for the Customer Success Manager as described in the posting:
- Lead the post-sale engagement, retention, and growth of your customers, partnering closely with the Account Executive
- 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 and commerce 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, 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
Who you are
Experience and skills the team lists as required:
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.
Minimum requirements
Experience and skills the team lists as required:
- 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-starter
Preferred qualifications
Experience and skills the team lists as required:
- 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