Manager, Customer Success Manager

Triwill Group; Northern, New York (KY, NY); Hybrid; USD 140,000 - 200,000; Full time

Job summary

Stripe is seeking a hands-on Manager to lead a team of Customer Success Managers responsible for our most strategic, enterprise-level relationships. You will coach executives, align cross-functional teams, and drive adoption and renewal across complex accounts to deliver measurable value.

The role requires strong leadership in a high-growth tech environment and a passion for Stripe’s mission to enable the internet economy.

Qualifications

• 12+ years of customer-facing experience in customer success, account management, or sales
• 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 operate in a high-growth environment and work through ambiguity
• Demonstrated passion for Stripe’s mission, and helping users succeed

Responsibilities

• Lead a team of high-performing Customer Success Managers to build and grow relationships with strategic, complex accounts
• Drive an engagement model focused on durable user relationships and value delivery
• Develop vision and strategy for the team to improve health, renewal and growth metrics
• Identify risks and opportunities early and guide mitigations
• Coach and mentor team in consultative customer success and sales skills
• Collaborate cross-functionally to tailor Stripe solutions for clients
• Establish operating rhythms: account planning, health reviews, renewal forecasting and business reviews
• Inspire the team with clear expectations and ongoing development plans

Skills

Leadership

Customer success

Account management

Strategic advisory

Executive sponsorship

Cross-functional collaboration

Job description

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

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