Program Manager, Customer Success Efficiency and Scale

Stripe; United States; Hybrid; USD 142,000 - 212,000; Full time

Benefits offered by this job

Equity

401(k)

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe is seeking a Program Manager for Customer Success Efficiency and Scale to lead a portfolio of internal tools and AI-enabled workflows that empower Customer Success and other user-facing teams. You will turn frontline pain points into a prioritized roadmap and define clear requirements in collaboration with product, data, and operations teams to deliver measurable impact.

This role requires a strong product-management mindset, deep user discovery, and experience delivering cross-functional

Qualifications

• Minimum 5+ years in product or program management or related field.
• Experience leading cross-functional products from discovery through launch and iteration.
• Strong product sense and user empathy with the ability to turn inputs into requirements.
• Proven ability to lead complex, cross-functional work across technical and business teams.
• Comfort with AI tools and data-driven decision making.

Responsibilities

• Own the roadmap: set and prioritize the CS Efficiency and Scale roadmap.
• Discover and define problems with CS Managers, Sales, and other teams.
• Shape solutions: translate needs into product briefs, requirements, and launch plans.
• Drive delivery and adoption: coordinate cross-functional execution and enablement.
• Scale CS impact where dedicated coverage is not available.

Skills

Product management

Program management

Cross-functional

AI tools

Communication

Data-driven

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 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.

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

You’ll join the 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 and frontline insights to surface the highest-value opportunities, then partner with Product, GTM, Support, Operations, and technical teams to turn those opportunities into durable tools, programs, and improvements.

Our mission is to help Stripe’s user-facing teams deliver more strategic, effective, and scalable experiences for users. We build the capabilities that help Customer Success Managers and the broader field better understand users, identify opportunities, and deliver value, while extending Customer Success impact beyond named coverage. We are establishing a more unified approach to Customer Success tooling and efficiency, with product discipline from problem discovery through adoption and measurable impact.

What you’ll do

As the Program Manager, Customer Success Efficiency and Scale, you will act as the product leader for a portfolio of internal tools, AI-enabled workflows, assets, and scaled programs that enable Customer Success and other user-facing teams. You’ll turn frontline pain points and user needs into a prioritized roadmap, define clear requirements and success measures, and partner with technical, data, and operational teams to deliver solutions that are adopted and create measurable impact.

Although this role is titled Program Manager, it requires a strong product-management mindset and experience: deep user discovery, strategic prioritization, crisp product requirements, cross-functional delivery, and continuous iteration based on adoption and outcomes. You’ll operate in a highly ambiguous environment, create clarity across a broad stakeholder set, and balance near-term improvements with a longer-term vision for scaling Customer Success capabilities.

Responsibilities

• Own the roadmap: Set and prioritize the Customer Success Efficiency and Scale roadmap, balancing user needs, business impact, feasibility, and organizational priorities.
• Discover and define problems: Partner with Customer Success Managers, Sales, and other user-facing teams to identify pain points, validate opportunities, and determine where tooling, automation, AI, or self-service can create leverage.
• Shape solutions: Translate validated needs into clear product briefs, requirements, success metrics, and launch plans. Partner with technical teams to deliver scalable solutions.
• Drive delivery and adoption: Coordinate cross-functional execution, manage dependencies and trade-offs, and ensure each launch has a clear enablement, measurement, and iteration plan.
• Scale Customer Success (CS) impact: Build tools, assets, and programmatic motions that help Sales and other teams deliver CS-caliber value where dedicated CSM coverage is not available.

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

• 5+ years of experience in product management, program management with substantial product ownership, business operations, consulting, or a related field.
• Experience leading products, platforms, workflows, or customer-serving solutions from discovery and prioritization through launch, adoption, and iteration.
• Strong product sense and user empathy, with the ability to turn ambiguous qualitative and quantitative inputs into clear strategy and requirements.
• A track record of leading complex, cross-functional work across technical, operational, and go-to-market teams.
• Strong analytical and structured problem-solving skills, including the ability to evaluate trade-offs and design scalable solutions.
• Excellent communication and influence skills, with the ability to create clarity and drive alignment across frontline teams and senior leaders.
• High degree of comfort with AI tools.

Preferred Qualifications

• Experience building internal tools, automation, AI-enabled workflows, or self-service experiences for customer-facing or go-to-market teams.
• Experience partnering with engineering, data, analytics, or AI teams to scope and deliver technical solutions.
• Experience developing multi-quarter roadmaps that balance quick wins with longer-term foundational investments.

Hybrid work at Stripe

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

In‑office expectations

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in‑person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Working remotely at Stripe

A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on‑sites, meet‑ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.

Pay and benefits

The annual US base salary range for this role is $141,600 - $212,400. 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.