Enterprise Customer Success Leader

Xapply; Atlanta (GA); On-site; USD 150,000 - 190,000; Full time

Job summary

Stripe is hiring a Manager to lead a team of high-performing Customer Success Managers responsible for our most strategic enterprise relationships. You’ll guide executives at top customers, set vision, drive renewal and growth, and partner cross-functionally to tailor Stripe’s solutions to client needs.

You should have extensive customer-facing leadership, deep payments/fintech experience, and a track record of building trusted relationships with senior stakeholders.

Qualifications

• 12+ years of customer-facing experience in customer success, account management, or sales with 5 years of people management experience
• Payments or Fintech experience and/or experience in a complex SaaS consumption environment
• Experience leading sales or account management in a high-growth technology environment
• Ability to hire, train, and coach a high-performing user-facing team
• Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
• Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
• Demonstrated passion for Stripe’s mission, and helping users succeed

Responsibilities

• Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
• Help drive an engagement model focused on building durable user relationships, increasing adoption, delivering value
• Develop both the vision and strategy for the team, driving progress toward customer health, renewal and growth metrics
• Be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans.
• Coach, mentor, and guide the team in developing consultative customer success and sales skills
• Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
• Build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting and business reviews.
• Inspire, motivate, and enable the team by setting clear expectations, providing direct feedback and supporting their individual development and career growth

Skills

Team leadership

Customer success

Relationship management

Strategic thinking

Job description

Stripe is hiring a Manager to lead a team of high-performing Customer Success Managers responsible for our most strategic enterprise relationships. You’ll guide executives at top customers, set vision, drive renewal and growth, and partner cross-functionally to tailor Stripe’s solutions to client needs.

You should have extensive customer-facing leadership, deep payments/fintech experience, and a track record of building trusted relationships with senior stakeholders.