Customer Success Manager (Greater China)

EngineersOfAI; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Stripe seeks a Customer Success Manager to own the post-sale lifecycle for customers in the Greater China region. You will partner with the Account Executive and cross-functional teams to maximize value, drive retention, and support renewal with a focus on strategic outcomes.

You will lead executive conversations, evangelize customer success processes, and advocate for the customer to Product, Engineering, and Sales. This role requires strong communication and analytical rigor.

Qualifications

• Fluent in English and Chinese for engagement with complex China-based merchants.
• Strong analytical skills and operating rigor are required.
• History of leading technical conversations and persuading stakeholders to act on value.
• Ability to build relationships with senior executives and cross-functional teams.

Responsibilities

• Lead post-sale engagement, retention, and growth for customers in Greater China region with Account Executive.
• Identify expansion opportunities and ensure customer success in partnership with account team.
• Build relationships with senior business, product, engineering, finance, and IT leaders.
• Advocate for the customer into Product, Engineering, Support, Marketing, and Sales to improve Stripe experiences.
• Conduct quarterly business reviews to align priorities and surface optimization opportunities.

Skills

Bilingual English/Chinese

Analytical skills

Executive presence

Consultative approach

Strong communication

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 put the global economy within everyone’s reach while doing the most important work of your career.

About the team

Stripe’s Customer Success Managers are ultimately responsible for the complete post-sale lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company.

What you’ll do

You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe. This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multiple levels of the organization. You will be the user’s internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways that Stripe can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.

Responsibilities

• Lead the post-sale engagement, retention, and growth of your customers in the Greater China region, in partnership with the Account Executive
• Support expansion of your accounts--identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team
• Build and foster relationships with senior executives in business, product, engineering, finance and IT in partnership with the Account Executive and team
• Evangelize Stripe customer success stories and customer success systems and processes
• Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status
• Serve as a trusted payments and commerce advisor to the customer and educate them on the use and benefits of our products and our industry
• Aligned with the account team perform quarterly business reviews to align on business priorities, payments performance, optimization opportunities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunities
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on thet innovation and improvement needed to optimize the Stripe user experience
• Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction

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

• 7+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations across Greater China, preferably working with a technical product
• High proficiency in English and Chinese as you’ll be engaging with some of our most complex China-based merchants - working with their developer, commercial and finance teams.
• Sophisticated business sense and understanding of underlying drivers and strategy of our 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 consult