Program Manager, Customer Advocacy & Programs

Stripe; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Stripe is seeking a Program Manager on the Customer Advocacy and Programs team to lead high-priority, cross-functional initiatives that improve how Stripe listens to, advocates for, and serves its users.

You’ll take broadly defined problems from discovery through execution—developing a clear understanding of user and business needs, defining the right approach, aligning stakeholders, building an actionable plan, and driving work through launch, adoption, and iteration.

Responsibilities

• Lead strategic programs end to end: Own a portfolio of high-priority initiatives from problem definition and strategy through planning, execution, launch, and measurement.
• Turn ambiguity into action: Diagnose complex or loosely defined problems, identify their underlying causes, and translate them into clear objectives, scope, decisions, and workplans.
• Drive cross-functional execution: Align stakeholders around shared outcomes, clarify roles and decision rights, manage dependencies and risks, and maintain momentum across teams with different priorities.
• Represent users and frontline teams: Gather and synthesize qualitative and quantitative insights to understand user needs, frontline friction, and opportunities to improve Stripe’s usage.

Job description

Who we are

About StripeStripe 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

You’ll join our Customer Advocacy and Programs team, a small, high-impact team inside Customer Success, that amplifies the voice of the customer and turns feedback into measurable change. We synthesize customer input across touchpoints to surface the highest-value opportunities, then partner with Product, GTM, Support, and Operations to turn those opportunities into strategy, deliverables, and lasting improvements. Our mission is to ensure Stripe’s most strategic customers get maximum value from their Stripe investments.

What you’ll do

As a Program Manager on the Customer Advocacy and Programs team, you’ll lead high-priority, cross-functional initiatives that improve how Stripe listens to, advocates for, and serves its users. Your portfolio may span customer feedback, servicing programs, operating processes, internal capabilities, and other emerging priorities across Customer Success.

You’ll take broadly defined problems from discovery through execution: developing a clear understanding of user and business needs, defining the right approach, aligning stakeholders, building an actionable plan, and driving work through launch, adoption, and iteration. You’ll move fluidly between strategy and hands-on delivery, bringing structure to ambiguity without introducing unnecessary process.

This is a generalist role for someone who can quickly develop context in new areas, identify the most important problems to solve, and mobilize teams around practical solutions. You’ll partner with leaders and frontline teams across Customer Success, Sales, Product, Support, Operations, Data, and other functions. The specific programs you own may evolve as Stripe’s users and organizational priorities change.

Responsibilities

• Lead strategic programs end to end: Own a portfolio of high-priority initiatives from problem definition and strategy through planning, execution, launch, and measurement.
• Turn ambiguity into action: Diagnose complex or loosely defined problems, identify their underlying causes, and translate them into clear objectives, scope, decisions, and workplans.
• Drive cross-functional execution: Align stakeholders around shared outcomes, clarify roles and decision rights, manage dependencies and risks, and maintain momentum across teams with different priorities.
• Represent users and frontline teams: Gather and synthesize qualitative and quantitative insights to understand user needs, frontline friction, and opportunities to impr