Platform Customer Success Lead (Payments)

Socket.dev; Chicago (IL); On-site; USD 120,000 - 170,000; Full time

Job summary

Stripe is seeking a highly skilled Customer Success Manager to oversee a book of Platform customers, delivering proactive workshops, business reviews, payments insights, and strategic guidance to help users grow their business.

The ideal candidate is analytical, meticulous, and excels at engaging customers in product, payments, and technical conversations while collaborating with sales, technical account managers, and operations teams to maximize value and renewal outcomes.

Qualifications

• 10+ years of client-facing enterprise relationship management experience.
• Experience with SaaS platforms and consumption-based models.
• 3+ years with consumption-based SaaS products (not license-based).
• Strong business sense and understanding of user drivers and strategy.
• Proven ability to lead technical conversations and persuade action.
• Strong analytical skills.

Responsibilities

• Partner with account executives and technical account managers to support post-sale engagements focused on optimization, retention, and growth of Stripe's platform customers.
• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, renewals and growth, referrals, and customer satisfaction.
• Serve as a trusted payments and product advisor to managed customers delivering payment performance and industry insights.
• Perform business reviews to align on user priorities, review payments performance metrics, share Stripe product roadmap and provide guidance on how to optimize value from Stripe.
• Advocate for the customer to internal stakeholders; share feedback to Product Management, Engineering, Support, Marketing, and Sales on needed improvements.
• In coordination with the account team, support book expansion—identifying opportunities to ensure customers are successful.

Skills

Enterprise relationship management

SaaS platforms

Analytical skills

Account management

Stakeholder alignment

Payments industry knowledge

CRM systems

Data analytics tools

Tools

CRM software

Data analytics tools

Job description

Stripe is seeking a highly skilled Customer Success Manager to oversee a book of Platform customers, delivering proactive workshops, business reviews, payments insights, and strategic guidance to help users grow their business.

The ideal candidate is analytical, meticulous, and excels at engaging customers in product, payments, and technical conversations while collaborating with sales, technical account managers, and operations teams to maximize value and renewal outcomes.