Manager, Customer Success Platforms

Stripe; Chicago (IL); On-site; USD 226,000 - 339,000; Full time

Benefits offered by this job

Equity

401(k) plan

Medical, dental, and vision benefits

Wellness stipend

Job summary

Stripe in New York is seeking a strategic Manager to lead a high-performing team of Customer Success Managers, driving engagement with our most complex enterprise customers and partnering across functions to tailor Stripe solutions. You will recruit, mentor, and coach, while shaping approaches to adoption, renewal, and growth.

Ideal candidates bring 12+ years in customer-facing roles with 3-5 years in management, plus experience in a high-growth tech environment and a passion for Stripe’s

Qualifications

• 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.

Responsibilities

• Lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
• Develop and execute an engagement model to deepen user relationships and drive adoption.
• Set vision and strategy for the team, focusing on health, renewal, and growth metrics.
• Identify risks and opportunities early and guide mitigation efforts.
• Coach and develop team members in consultative customer success and sales skills.
• Collaborate cross-functionally to tailor Stripe solutions for clients.
• Establish operating rhythms like account planning, health reviews, renewal forecasting, and business reviews.

Skills

People management

Customer success

Strategic advising

Relationship building

Cross-functional collaboration

Executive sponsorship

Hiring & coaching

Communications

Job 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

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.

Company: Stripe

Team: Customer Success

Office location: New York

Employment type: Full time