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Customer Success Manager
4 weeks ago
About the team
Stripe's Customer Success Managers (CSM) oversee 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 roles provide such a direct impact on the growth of the company.
What you'll do
We are looking for a motivated and curious professional to manage a book of enterprise customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.
The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.
Responsibilities
- Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe's enterprise 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.
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.
- 4+ years of experience in a client-facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product.
- Strong business sense and understanding of underlying drivers and strategy of our user's businesses.
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions.
- Strong analytical skills.
- Excellent operating rigor including organizational and time management skills.
- Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
- History of success as a consultant, pre-sales, technical account management, or equivalent.
- Proven track record of achieving targets and goals, preferably in a sales setting.
- Track record of managing large, complex projects and/or programs.
- Has handled difficult customers or situations and can demonstrate resolutions.
- Willingness to tackle things on your own.
- Ability to navigate data and people to find answers.
- A capability to work well with a wide range of people, both internally and externally.
- The motivation and flexibility to work well in a high-growth environment where things change quickly.
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.
The annual salary range for this role in the primary location is €86,400 - €129,600. This range may change if you are hired in another location. 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 specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.
Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant's location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.
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.
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