Manager, Technical Account Management

Stripe; Seattle (WA); On-site; USD 139,000 - 209,000; Full time

Benefits offered by this job

Equity

401(k)

Medical, dental, and vision benefits

Wellness stipend

Job summary

Stripe is seeking an experienced leader to grow the Technical Account Management (TAM) team responsible for supporting our largest and most strategic users. You will lead a high-performing team of TAMs and managers who are motivated by improving Stripe's users’ lives.

You will set the standard for strategic user partnership, collaborate with GTM, Product, Engineering, and Support, and build a user-first culture with accountability and a scaling mindset.

Qualifications

• 10+ years of experience building and leading teams in high-change environments.
• Proven ability to collaborate across complex environments and deliver impact.
• Excellent written and verbal communication skills.
• Strong sales revenue-growth or operational background with data-driven decisions.
• Ability to execute and deliver complex operational projects with multiple stakeholders.

Responsibilities

• Partner with TAM leadership to shape strategy for Stripe’s largest segment and complex engagements.
• Lead a team of Technical Account Managers working with Stripe’s largest users.
• Hire and retain top technical talent as the team scales.
• Guide TAM to deliver exceptional service experiences and grow services revenue.
• Set clear goals and provide regular feedback on performance.
• Analyze user feedback and experience data to improve efficiency and quality.

Skills

Leadership experience

Cross-functional collaboration

Communication skills

Data-driven decisions

Project execution

Education

Bachelor’s degree or higher

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 revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have significant work ahead. This is an opportunity to help put the global economy within everyone's reach while doing meaningful work.

Who we are

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 revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have significant work ahead. This is an opportunity to help put the global economy within everyone's reach while doing meaningful work.

About The Team

The Technical Account Management (TAM) team partners directly with our largest and fastest-growing users. We support them proactively through a consultative model and reactively to resolve their most complex issues, helping them grow their businesses.

We partner closely with Sales to attach the right support plans to the right users at the right time. We take a user-first approach, capturing feedback on what we need to offer to delight users and exceed expectations. We operate with a scaled, proactive, and preventive mindset to help ensure users have a smooth experience with Stripe.

What you’ll do

Stripe is looking for an experienced leader to lead and grow the TAM team responsible for supporting our largest and most strategic users. You will lead a high-performing team of experienced TAMs and manage managers who are motivated by improving the lives of Stripe's users.

You will set the standard for strategic user partnership and support, influence globally, and partner closely with go-to-market, Product, Engineering, and Support organizations. You will build a user-first culture with high accountability, collaboration, and a scaling mindset. You will also coach and develop your team to unlock its potential. This role reports to the Head of Technical Account Management, Direct.

Responsibilities

• Partner with TAM leadership to shape the strategy for Stripe’s largest segment and most complex engagements.
• Lead a team of Technical Account Managers who work with Stripe’s largest users.
• Hire and retain top technical talent as the team scales.
• Guide the TAM organization to deliver exceptional service experiences, grow services revenue, and contribute to strategic programs.
• Ensure team members are effective, supported, and growing in their careers and user work.
• Set clear goals and direction for the team and each individual, and provide regular feedback on team members’ performance.
• Analyze user feedback and experience data to improve efficiency and quality.
• Advocate for Stripe users and champion their needs internally.
• Model and reinforce Stripe’s user-first philosophy and culture of transparency, empathy, inclusion, and support.
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, and other organizational improvements.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

• 10+ years of experience building and leading teams and businesses in high-change environments, with a record of delivering high-impact work in professional services, customer success, solutions architecture, or technical account management programs.
• Proven ability to collaborate across complex environments and build relationships that deliver impact.
• Demonstrated success operating in highly ambiguous environments, handling cross-functional complexity, and driving efficiency with limited resources.
• Excellent written and verbal communication skills.
• Strong sales revenue-growth or operational background, with a track record of making data-driven decisions.
• Ability to execute and deliver complex operational projects involving multiple stakeholders.

Preferred Qualifications

• Experience with fintech Software as a Service (SaaS) products or the payments industry.
• Experience leading growth initiatives, including driving sales revenue or improving operational service, with a successful track record.
• Proven ability to scale a technical services or technical support team in a high-growth environment.

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 $139,300 - $208,900. 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.