Manager, Customer Success Management

Stripe; Greater London; Hybrid; GBP 128,000 - 194,000; Full time

Job summary

A leading financial infrastructure platform in Greater London is seeking a Customer Success Manager to lead a high-performing team. The ideal candidate will have extensive experience in technology sales and account management, with proven leadership abilities in high-growth environments. You will be responsible for driving engagement and increasing revenue. This role offers a competitive salary range of £128,800 to £193,200 and benefits including equity and health plans.

Benefits

Equity

Company bonus

Health benefits

Wellness stipends

Qualifications

• 7-10 years of technology sales or account management experience.
• 3-5 years of people management experience.
• Experience in a high-growth technology environment.

Responsibilities

• Recruit, train, and lead Customer Success Managers.
• Drive engagement with high growth accounts.
• Develop the strategy for the Customer Success team.

Skills

Sales team management

Communication skills

Problem-solving

Customer relationships

Job description

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

Our users are the heart of our business. Stripe’s Global Customer Success Team is responsible for managing our largest and most strategic relationships, such as Lyft, Doordash, and Shopify.

What you’ll do

In this manager role you’ll be responsible for a high-performing team of Customer Success Managers. You’ll lead and coach the team, helping them deliver on ambitious targets, as well as roll up your sleeves to work directly with executives at existing enterprise Stripe customers.

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
  

Who you are

The ideal candidate for this role will be a self-starter who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. They will have management and leadership experience scaling a technology sales team, superior communication skills, and a knack for understanding unique customer needs. 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.

• 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
  

Preferred qualifications

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

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 our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India 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.

The annual salary range for this role in the primary location is £128,800 - £193,200. 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.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.