About the Job
Stripe’s Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal specifically in relation to Stripe’s Revenue and Finance Autom...
You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe. This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multip...
Key Responsibilities
Lead the RFA post-sale engagement, retention, and growth of your customers partnered closely with Account teams
Support expansion of your accounts--identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team
Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team
Evangelize Stripe customer success stories and customer success systems and processes
Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status
Serve as a trusted payments, billing, tax and invoicing advisor to the customer and educate them on the use and benefits of our products and our industry
Aligned with the account team perform business reviews to align on business priorities, payments performance, optimization opportunities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunities
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
Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
Required Skills & Abilities
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.
6+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical product
Payments and/or fintech experience required
Experience with consumption-based SaaS products
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
Prior experience working with modern SaaS billing and invoicing systems
Experience with billing solutions strongly preferred
Sophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses
Qualifications
Experience:
6 years experience
