Customer Success Leader (China)

Stripe; Singapore; On-site; SGD 306,000 - 460,000; Full time

Benefits offered by this job

Equity

Bonus/Commissions

Retirement plans

Health benefits

Wellness stipends

Job summary

Stripe, Inc. in Singapore is seeking a Manager to lead a team of Customer Success Managers serving the China region. You will guide strategy, coach staff, and drive revenue growth while partnering with executives at enterprise customers.

The role requires 12+ years in customer success or related fields with 3–5 years in people management, fluent English and Mandarin, and a track record of scaling high-growth teams at an Internet/software company. Office-based with flexible in-office expectations.

Qualifications

• 12+ years of customer success management or account management or sales experience.
• 3–5 years of people management experience.
• Ability to hire, train, and coach a high-performance CS team.
• Excellent written and verbal English and Mandarin.

Responsibilities

• Recruit, train, and lead a team of Customer Success Managers.
• Drive an engagement model focused on high growth China-region accounts.
• Develop long-term vision and strategy for the team and track key metrics.
• Be accountable for revenue growth, day-to-day operations, and scaling the team.
• Coach and mentor the team in consultative and solution-based CS and sales skills.
• Collaborate cross-functionally to tailor Stripe solutions to client needs.
• Inspire development and promote career growth for direct reports.
• Travel to China to build relationships with users.

Skills

Customer success management

People management

Strategic account planning

Mandarin

English proficiency

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

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 Bytedance, Canva, and Shopify. In this manager role you’ll be responsible for a high-performing team of Customer Success Managers covering the China Region. 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. We are looking for a self-starter who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology sales or account management team, superior communication skills, and a knack for understanding unique customer needs.

What you’ll do

We are seeking a Manager to lead a team of high-performing Customer Success Managers to build and grow the relationships with our most complex users from the China region.

You Will

• Recruit, train, and lead a team of Customer Success Managers
• Help drive an engagement model focused on high growth accounts in the China region.
• 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
• Travel to China to build interactions and relationships with our users.

Who You Are

• 12+ years of customer success management or account management or sales experience with 3-5 years of people management experience
• 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
• Excellent written and verbal command of English and Mandarin as the position will require you to primarily work with China-based merchants
• Demonstrated passion for Stripe’s mission

Nice To Haves

• Prior experience at a growth stage Internet/software company
• Payments experience

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 SGD 306,400 - SGD 459,600. 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.

• equity
• company bonus or sales commissions/bonuses
• retirement plans
• health benefits
• 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.