Manager, Customer Success Manager

Stripe; New York (NY); On-site; USD 226,000 - 339,000; Full time

Benefits offered by this job

Equity

Sales commissions/bonuses

401(k) plan

Medical insurance

Dental insurance

Vision benefits

Wellness stipends

Job summary

Stripe is seeking a hands-on Manager to lead a high-performing team of Customer Success Managers focused on the most complex enterprise relationships. You will coach, mentor, and partner with executives at major Stripe customers while cross-functionally shaping Stripe's solutions.

In this role you will recruit and develop talent, drive engagement, ensure health, renewal, and growth, and build operating rhythms for the team.

Qualifications

• 12+ years in customer-facing roles (customer success, account management or sales).
• 3-5 years people management experience.
• Experience leading sales or account management in a high-growth technology environment.
• Ability to hire, train, and coach a high-performing user-facing team.

Responsibilities

• Recruit, develop, and lead a team of Customer Success Managers.
• Drive an engagement model to build durable user relationships and increase adoption.
• Develop vision and strategy for the team toward health, renewal and growth metrics.
• Identify risks and opportunities early; help the team implement mitigation plans.
• Coach, mentor, and guide the team in developing consultative CS and sales skills.
• Work cross-functionally to shape Stripe's solutions for clients.
• Build operating rhythms for the team: account planning, health reviews, renewals.
• Inspire and support career growth with clear expectations and feedback.

Skills

People management

Customer-facing experience

Strategic account management

Executive sponsorship

Cross-functional collaboration

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

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

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 Doordash, Lyft, and Shopify. In this manager role you'll be responsible for a high-performing team of Customer Success Managers. You'll lead and coach the team, helping them deliver on ambitious targets, roll up your sleeves to work directly with executives at existing enterprise Stripe customers and partner cross-functionally to help users execute their business priorities.

We are looking for a hands-on, visionary leader 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 Customer Success team, superior communication skills, and a track record for building trusted relationships with senior stakeholders and 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. You Will

• 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.

We’re Looking For Someone Who Has

• 12+ years of customer-facing experience in customer success, account management, or sales with 3-5 years of people management experience
• 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

Nice To Haves

• Prior experience leading a customer success team
• Prior experience at a growth stage Internet/software company
• Payments or Billing experience
• Prior experience in customer success, enterprise account management, partnerships and/or business development

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 $225,700 - $338,500. 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.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and 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.