Strategy and Operations Analyst, Customer Success

Monograph; Greater London; Hybrid; GBP 68,000 - 101,000; Full time

Benefits offered by this job

Equity

Bonus/Commissions

Retirement plans

Health benefits

Wellness stipends

Job summary

Stripe in London is seeking an Analyst to scale the Customer Success Strategy and Operations. You will turn data into actionable insights, build dashboards, and drive run-the-business operations across the CS team.

You will partner with teams, forecast performance, and help design scalable processes that enable faster decision-making as Stripe grows.

Qualifications

• 5-6 years of operations experience in a software solutions or technology company.
• 3+ years working with a GTM or Sales organization.
• Data analytics including SQL and dashboards.
• Business and operational SLA reporting.
• Clear, proactive, and concise communication.
• Self-starter and comfortable with ambiguity.

Responsibilities

• Partner cross-functionally to identify, analyse and resolve systems and operational challenges
• Investigate system performance and underlying process issues
• Measure and forecast business performance; surface insights for CS leadership
• Develop and maintain dashboards and reports meeting leadership requirements
• Manage CSM territories and support territory design and planning
• Design and improve business processes using data and insights
• Define and report on OKRs and drive quarterly business reviews

Skills

Data Analytics

SQL

Communication

Self-starter

Tools

Tableau

Salesforce

Job description

Who we are

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 make an impact at an extraordinary scale.

About the team

The Customer Success (CS) team oversees the post-sales lifecycle for Stripe users, helping them realise the full value of their investment in Stripe. CSMs drive user success, increase retention and expansion, and support mutually beneficial renewals. Few teams have such a direct impact on Stripe’s growth.

The CS Strategy and Operations (S&O) team shapes how Customer Success operates at Stripe, providing strategic and operational partnership to CS leadership. The team runs and improves both the function’s day-to-day operating model, from leadership forums and territory and compensation design to the systems and cadences that enable execution, and its long-term direction.

In this analyst role, you will help the team scale by surfacing insights for leaders, automating processes, building dashboards, and driving run-the-business operations. You will translate CS priorities into actionable plans, lead cross-functional initiatives, and build the operating mechanisms that help teams make better decisions, execute consistently, and scale effectively.

What you’ll do

The near-term focus of this role is to strengthen the operational foundations of Stripe’s Customer Success business. You will work on projects spanning process design, business cadences, systems, reporting and territory management, helping the team operate effectively as it scales.

As an analyst, you will turn data into actionable insights, measure and forecast business performance, and build dashboards that enable better decision-making. You will also identify opportunities to improve how the team works and partner across functions to design and implement scalable solutions.

Responsibilities

• Partner cross-functionally to identify, analyse and resolve systems and operational challenges
• Investigate system performance, operational workflows and underlying process issues
• Measure and forecast business performance, surfacing insights and recommendations to CS leadership
• Develop and maintain dashboards and reports that meet key business and leadership requirements
• Manage CSM territories and support improvements to territory design and planning
• Design and improve business processes using data and operational insights
• Define, track and report on annual and quarterly objectives and key results (OKRs)
• Prepare clear, decision-focused materials for quarterly business reviews (QBRs) and other leadership forums

Who you are

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.

Minimum requirements

• 5-6 years of operations experience in a software solutions or technology company.
• 3+ years working with a GTM or Sales organization.
• Data Analytics (SQL, creating/running complex queries and building dashboards)
• Business and operational SLA reporting.
• Communicate clearly, proactively, and concisely.
• Self-starter and comfortable dealing with ambiguity.

Preferred qualifications

• Tableau or SFDC report development experience.
• Experience as a User and Report developer in SFDC

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 £67,500 - £101,300. 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. 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.

Apply now

Please find our EU applicant personal information notice here.

Company

Stripe

Team

Revenue Operations

Office location

London

Employment type

Full time

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