Customer Success Manager

Stripe; Greater London; On-site; GBP 99,000 - 149,000; Full time

Benefits offered by this job

Equity

Sales bonus

Retirement plans

Health benefits

Wellness stipend

Job summary

Stripe is seeking a motivated Customer Success Manager to manage a book of enterprise customers, delivering proactive workshops, business reviews, and payments insights to help users grow their business.

You will partner with sales and technical teams, advocate for customers, and drive adoption, retention, and expansion across a global client base.

Qualifications

• 7+ years of experience in a client-facing role in enterprise relationships.
• Strong business sense and understanding of drivers and strategy of users’ businesses.
• Track record of leading technical conversations and persuading action based on value.
• Strong problem-solving skills.

Responsibilities

• Partner with account executives and technical account managers to support post-sale engagements for enterprise customers.
• Manage a book of customers to drive account health, including performance, product adoption, usage velocity, renewals and growth.
• Serve as a trusted payments and product advisor delivering payment performance and industry insights.
• Perform business reviews to align on user priorities and share Stripe roadmap.
• Advocate for the customer to internal stakeholders, sharing feedback with Product, Engineering, Support, Marketing and Sales.
• Support book expansion by identifying opportunities to ensure customer success.

Skills

Client-facing

Enterprise relationships

Technical conversations

Problem-solving

Executive presence

Project management

Job description

About Stripe

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. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

Who we are

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. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

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.

What you'll do

We're looking for a motivated and curious professional to manage a book of enterprise customers. The CSM delivers proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. 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 enterprise 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 the 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 with 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.

Minimum Requirements

• 7+ years of experience in a client-facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
• Strong business sense and understanding of underlying drivers and strategy of our users' businesses
• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Strong problem-solving skills

Preferred Qualifications

• Excellent operating rigor including organizational and time management skills
• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
• History of success as a consultant, pre-sales, technical account manager, or equivalent
• Proven track record of achieving targets and goals, preferably in a sales setting
• Track record of managing large, complex projects or programs
• Demonstrated experience handling difficult customers or situations and driving resolutions
• Ability to navigate data and people to find answers

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is £99,200 - £148,800. This range may change if you are hired in another location. 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 specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process. Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

We look forward to hearing from you. At Stripe, we're looking for people with passion, grit, and integrity. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions.