Customer Success Strategy & Ops Partner: Scale & Elevate

RiseMe; Chicago (IL); On-site; USD 140,000 - 190,000; Full time

Job summary

Stripe is seeking a Senior Leader for Customer Success Strategy & Operations in the United States to shape planning, OKRs, and cross-functional initiatives. The role partners with CS leadership to scale the function, set operating rhythms, and design programs that drive customer value.

You will translate CS priorities into actionable plans, build scalable processes, and enable data-driven decision making across teams to improve retention and expansion.

Qualifications

• 7+ years of work experience in strategic / operational roles at high-growth tech companies or consulting.
• High comfort with ambiguity—you take an undefined operational problem, scope it, design a solution, and drive it to completion with minimal oversight.
• Experience with and holding a high bar across operational design, strategic planning, and reporting.
• You are comfortable working independently with minimal oversight while holding yourself accountable to deadlines.
• Experience working cross functionally with senior stakeholders. You're comfortable bringing an independent and opinionated perspective.
• Technical proficiency in AI tools in order to automate workflows as needed.
• Strong analytical rigor—you\'re comfortable owning data and metrics directly, running your own analyses, and pressure-testing assumptions without relying on a dedicated analytics partner.
• Ability to manage technical resources and translate business needs into requirements

Responsibilities

• Work cross-functionally to analyze and troubleshoot system challenges
• Define operating models for new Customer Success specialisms, including metrics, processes, and cross-functional ways of working
• Design and implement AI-enabled workflows that improve CSM efficiency, scalability, and customer impact
• Conduct analysis and investigation of system operations and workflow management
• Translate business needs into scalable technical solutions and lead their implementation from requirements through delivery
• Develop scalable, automated reports and dashboards that meet key business and leadership reporting requirement, and reduce manual effort and operational overhead
• Oversee the management of CSM territories
• Enhance business processes through data-driven decision-making
• Define and monitor annual and quarterly OKRs
• Prepare materials for QBRs and other leadership meetings

Skills

Strategic planning

Operational design

Cross-functional collaboration

AI tools proficiency

Data analysis

Requirements gathering

Independent work

Tools

SQL

Job description

Stripe is seeking a Senior Leader for Customer Success Strategy & Operations in the United States to shape planning, OKRs, and cross-functional initiatives. The role partners with CS leadership to scale the function, set operating rhythms, and design programs that drive customer value.

You will translate CS priorities into actionable plans, build scalable processes, and enable data-driven decision making across teams to improve retention and expansion.