Strategy & Operations Business Partner, Customer Success

Monograph; South San Francisco (CA); On-site; USD 156,000 - 234,000; Full time

Benefits offered by this job

equity

company bonus or sales commissions/bon

Job summary

Stripe is seeking an experienced Customer Success Strategy & Operations leader to drive the near-term evolution and scaling of Customer Success foundations. You’ll partner with CS leadership to shape operating models, processes, cadences, and reporting—balancing strategic planning with hands-on execution.

You will analyze performance, develop forecasts and dashboards, and lead cross-functional initiatives to enable scalable, data-informed decisions that improve customer impact.

Qualifications

• 7+ years in strategic/operational roles at high-growth tech firms or consulting.
• Able to define scope and complete undefined operational problems with minimal supervision.
• Experience with operational design, strategic planning, and reporting.
• Independent worker with strong accountability to deadlines.
• Cross-functional collaboration with senior stakeholders and independent perspective.
• Technical proficiency in AI tools to automate workflows.
• Strong analytical skills, ownership of data and metrics, and hypothesis testing.
• Ability to translate business needs into technical requirements.

Responsibilities

• Cross-functionally analyze and troubleshoot system challenges.
• Define operating models for new CS specialisms, including metrics, processes, cross-functional ways of working.
• Design and implement AI-enabled workflows to improve efficiency and impact.
• Conduct analysis of system operations and workflow management.
• Translate business needs into scalable technical solutions and lead from requirements to delivery.
• Develop scalable, automated reports and dashboards meeting leadership requirements; reduce manual effort.
• Oversee management of CSM territories.
• Enhance business processes through data-driven decision making.
• Define and monitor annual and quarterly OKRs.
• Prepare materials for QBRs and leadership meetings.

Skills

Ambiguity tolerance

Operational design

Strategic planning

Cross-functional collaboration

Independent work

AI tools

Data analytics

Requirements translation

Go-to-Market collaboration

SQL

Job description

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 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 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

The Customer Success team oversees the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few teams provide such a direct impact on the growth of the company.

The Customer Success Strategy & Operations team sits at the center of how Customer Success operates at Stripe. This role shapes both the function’s day-to-day operating model—from leadership forums and territory and compensation design to the systems and cadences that enable execution—and its long-term direction. You will lead annual planning, OKR development, and engagement-model design to ensure CS is positioned to deliver for users and scale effectively.

This is a true ‘Business Partner’ role; you will serve as a trusted thought partner to Customer Success leadership—combining strategic insight, operational rigor, and hands‑on execution. You will help translate CS priorities into actionable plans, drive cross‑functional initiatives, and build the operating mechanisms that enable teams to make better decisions, execute consistently, and scale effectively.

If you enjoy moving between strategic problem‑solving and hands‑on execution—and bring a roll‑up-your‑sleeves mindset—this role is for you.

What you’ll do

The near‑term focus of this role is on evolving and scaling the foundations of the Customer Success business. This includes strengthening operating models, processes, business cadences, systems, and reporting infrastructure to support a growing and increasingly specialized organization. As a key business partner, you’ll measure and analyze performance, develop forecasts and dashboards, and lead data‑informed process improvements that help the CS team operate more efficiently and deliver greater customer impact.

Responsibilities

• Work cross-functionally to analyze and troubleshoot system challenges


• Define operating models for new Customer Success specialisms, including metrics, processes, and cross‑functional ways of working


• Design and implement AI‑enabled workflows that improve CSM efficiency, scalability, and customer impact


• Conduct analysis and investigation of system operations and workflow management


• Translate business needs into scalable technical solutions and lead their implementation from requirements through delivery


• Develop scalable, automated reports and dashboards that meet key business and leadership reporting requirement, and reduce manual effort and operational overhead


• Oversee the management of CSM territories


• Enhance business processes through data‑driven decision‑making


• Define and monitor annual and quarterly OKRs


• Prepare materials for QBRs and other leadership meetings

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

• 7+ years of work experience, with a significant portion in strategic / operational roles at high‑growth tech companies or consulting.


• High comfort with ambiguity—you take an undefined operational problem, scope it, design a solution, and drive it to completion with minimal oversight.


• Experience with and holding a high bar across operational design, strategic planning, and reporting.


• You are comfortable working independently with minimal oversight while holding yourself accountable to deadlines.


• Experience working cross functionally with senior stakeholders. You're comfortable bringing an independent and opinionated perspective.


• Technical proficiency in AI tools in order to automate workflows as needed.


• Strong analytical rigor—you're comfortable owning data and metrics directly, running your own analyses, and pressure‑testing assumptions without relying on a dedicated analytics partner


• Ability to manage technical resources and translate business needs into requirements

Preferred qualifications

• Experience working with Go‑to‑Market teams including Customer Success


• Proficient in SQL

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 $155,800 - $233,600. 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


• 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.

Company

Stripe

Team

Revenue Operations

Office location

South San Francisco HQ

Employment type

Full time