Customer Success Manager, Platforms

Stripe; Seattle (WA); Hybrid; USD 200,000 - 300,000; Full time

Benefits offered by this job

Equity

Company bonus or sales commissions/bon

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe is seeking a Customer Success Manager to manage a book of Platform customers and deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.

The ideal candidate is analytical and meticulous, collaborating with sales, technical account managers, and operations teams to drive product, payments, and technical conversations that expand Stripe’s platform adoption and retention.

Qualifications

• 10+ years in enterprise client-facing relationship management.
• 3+ years in consumption-based SaaS products.
• Strong analytical skills and ability to lead technical discussions.

Responsibilities

• Partner with account executives and technical account managers to support post-sale engagements focused on retention and growth of Stripe’s platform customers.
• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, renewals and growth.
• 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 Stripe product roadmap and provide guidance on how to optimize value from Stripe.
• Advocate for the customer to internal stakeholders and share feedback to Product Management, Engineering, Support, Marketing, and Sales.
• In coordination with an account team, support book expansion—identifying opportunities to ensure customer success.

Skills

Enterprise relationship management

SaaS platform experience

Consumption-based SaaS

Analytical skills

Technical conversation leadership

Business acumen

Persuasive communication

FinTech expertise

Embedded payments

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

Stripe’s 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 are looking for a motivated and curious professional to manage a book of Platform customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.

The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.

Responsibilities

• Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe’s platform 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 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 to 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.

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

• 10+ years of experience in a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
• Marketplace and/or SaaS Platform experience
• 3+ years of experience with consumption-based SaaS products (not license/seat)
• Strong 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

Preferred Requirements

• Deep expertise in FinTech
• Experience in embedded payments

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 US base salary range for this role is $200,200 - $300,400. 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 location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision 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.