Strategic Customer Success Manager

Stripe; Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Stripe Melbourne is seeking a Customer Success Manager to own post-sales engagement and drive maximum value for strategic clients. You will partner with the Account Executive and cross-functional teams to ensure renewal, expansion, and customer satisfaction across complex, high-growth accounts.

You will lead executive-level conversations, articulate business value, and advocate for customer needs to Product, Engineering, and Sales.

Qualifications

• 4+ years in a client-facing role, managing relationships with large, global organisations, preferably with a technical product
• Sophisticated business sense and understanding of underlying drivers and strategy of 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 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
• Proven track record of achieving targets, preferably in a sales setting
• Track record of managing complex projects or programs
• Willingness to tackle things on your own
• Ability to navigate data and people to find answers
• Capability to work well with a wide range of people, internal and external
• Motivation and flexibility to work in a high-growth environment

Responsibilities

• Lead post-sale engagement, retention, and growth of your customers with the Account Executive
• Support expansion of accounts, identify opportunities, drive business outcomes, ensure customer success
• Build relationships with senior executives in business, product, engineering, finance and IT with the Account Executive
• Evangelize Stripe customer success stories and systems
• Articulate and drive customer use cases, value, and expansion while maintaining trusted advisor status
• Serve as a trusted payments and commerce advisor to customers and educate them on Stripe products
• Conduct quarterly business reviews with the account team to align on priorities, performance, and roadmap
• Advocate for customers to internal stakeholders and share feedback to Product/Engineering/Support/Marketing/Sales
• Drive overall account health including payments performance, cost optimization, adoption, usage, renewals, growth

Skills

Client-facing

Customer success

Executive communication

Strategic thinking

Technical conversations

Tools

CRM systems

Job description

Stripe Melbourne is seeking a Customer Success Manager to own post-sales engagement and drive maximum value for strategic clients. You will partner with the Account Executive and cross-functional teams to ensure renewal, expansion, and customer satisfaction across complex, high-growth accounts.

You will lead executive-level conversations, articulate business value, and advocate for customer needs to Product, Engineering, and Sales.