Customer Success Manager

5 days ago

Dublin, Ireland Stripe Full time

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 

Stripe’s Customer Success team today only works with large, strategic clients. We are looking to expand our reach, and engage with additional customer tiers by building a scaled CS discipline. We are looking for motivated and curious Customer Success Managers to help build out Stripe’s Scaled Customer Success motion. You will have a unique opportunity to be a founding member of this team, helping shape how we impact customers at scale. The goal of Scaled CS at Stripe is to execute critical customer engagements in order to efficiently demonstrate ROI to the customer base.

What you’ll do

Scaled CSMs will run targeted engagements to help groups of customers derive maximum value from their investments, leading to project success, retention, and renewal. Scaled CSMs will run targeted success programs, and the ideal CSM will enjoy building processes and playbooks, then executing them with customers. This role involves working closely with internal account teams to engage in product, payments, and technical conversations at multiple levels of the user’s organization. You will love this job if you are a natural relationship and business builder, with a keen sense of detail and passion for optimization. 

Responsibilities:

Help scope, build, and deliver ongoing product adoption, payments performance, and user advocacy engagements to a book of customers. Liaise with sales and product teams to understand key drivers of health and opportunities to improve optimization and engagement 
Manage a scaled book of customers to drive overall account health via targeted engagements with regards to product usage, payments performance, optimization, education, adoption, and customer satisfaction
In coordination with an account team, support expansion of your book--identifying & surfacing opportunities to ensure customers are successful 
Evangelize Stripe customer success stories and customer success systems and processes
Serve as a trusted payments and product advisor to the customer, providing education on the use and benefits of our products and insights on our industry
Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on innovation and improvement needed to optimize the Stripe user experience

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.

Minimum requirements

5+ years experience in a client-facing role, ideally customer success, consulting, financial services, account management, or sales experience, preferably working with a technical product 
Sophisticated 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 and ability to navigate data and people to find answers
Strong operating rigor, including organizational and time management skills
Strong executive presence and presentation skills
History of success as a consultant, pre-sales, technical account management, or equivalent; experience prioritizing and managing a large and varied book of business is a plus 
A capability to work well with a wide range of people, both internally and externally, including working with a team of sales and services peers
Motivation and flexibility to work well in a high-growth environment where things change quickly

Hybrid work at Stripe

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.

Pay and benefits

The annual salary range for this role in the primary location is €72,000 - €108,000. 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.

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