Strategic Customer Success Manager - FinTech & Payments

Stripe; Chicago (IL); On-site; USD 200,000 - 300,000; Full time

Benefits offered by this job

Equity

Bonus or sales commissions/bonuses

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe's Customer Success Managers (CSMs) own the post-sales lifecycle for Stripe users, delivering workshops, business reviews, payments insights, and thought leadership to help customers grow. You will manage a book of Platform customers, collaborate with sales and engineering, and translate customer feedback into product improvements to maximize value.

This role requires analytical rigor, strong relationship skills, and the ability to drive renewal and expansion while guiding customers

Qualifications

• 10+ years in enterprise client-facing relationship management.
• Experience with Marketplace and/or SaaS platforms.
• 3+ years in consumption-based SaaS products.
• Strong business sense and understanding of user business drivers.

Responsibilities

• Partner with account executives and technical account managers to support post-sale engagements focused on the 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, account renewals and growth, referrals, and customer satisfaction
• Serve as a trusted payments and product advisor to managed customers by 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 the value from Stripe
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience
• In coordination with an account team, support book expansion--identifying and surfacing opportunities to ensure customers are successful.

Skills

Analytical skills

Enterprise relationship management

SaaS platform experience

Technical product discussions

Job description

Stripe's Customer Success Managers (CSMs) own the post-sales lifecycle for Stripe users, delivering workshops, business reviews, payments insights, and thought leadership to help customers grow. You will manage a book of Platform customers, collaborate with sales and engineering, and translate customer feedback into product improvements to maximize value.

This role requires analytical rigor, strong relationship skills, and the ability to drive renewal and expansion while guiding customers