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About the Role
Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize maximum value from their investment. This role drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes, directly impacting company growth. The CSM manages a book of enterprise customers, delivering proactive workshops, business reviews, payments insights, and thought leadership to foster business growth. This position requires a detail-oriented professional who engages customers to investigate issues and deliver insights, working closely with sales, technical account managers, and operations teams on product, payment, and technical conversations.
Responsibilities
- Partner with account executives and technical account managers for post-sale engagements focused on enterprise customer optimization, retention, and growth.
- Manage a customer book to drive account health, including performance, product adoption, usage velocity, renewals, growth, referrals, and satisfaction.
- Serve as a trusted payments and product advisor, delivering payment performance and industry insights to managed customers.
- Conduct business reviews to align on user priorities, review payment performance, share the Stripe product roadmap, and guide value optimization.
- Advocate for customers internally, sharing feedback with Product Management, Engineering, Support, Marketing, and Sales to optimize the Stripe user experience.
- Support book expansion in coordination with the account team, identifying opportunities for customer success.
Requirements
- 4+ years of experience in a client-facing role, ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably with a technical product.
- Strong business sense and understanding of user business drivers and strategy.
- Track record of leading technical conversations and persuading action based on solution requirements and value.
- Strong problem-solving skills.
- Excellent operating rigor, including organizational and time management skills.
- Strong executive presence and presentation skills, especially for in-person meetings with multiple stakeholders.
- History of success as a consultant, pre-sales, technical account manager, or equivalent.
- Proven track record of achieving targets and goals, preferably in a sales setting.
- Track record of managing large, complex projects or programs.
Skills
- Client-facing
- Enterprise relationship management
- Technical product experience
- Business acumen
- Technical conversation leadership
- Persuasion
- Problem-solving
- Organizational skills
- Time management
- Executive presence
- Presentation skills
- Consulting experience
- Pre-sales experience
- Technical account management experience
- Target achievement
- Goal achievement
- Project management
- Program management
- Detail-oriented
- Meticulous
- Customer engagement
- Payments insights delivery
- Thought leadership
Experience Level
- 4+ years of experience in a client-facing role
About the Company
- Stripe is a financial infrastructure platform for businesses.
- Millions of companies use Stripe to accept payments, grow revenue, and accelerate new business opportunities.
- Stripe's mission is to increase the GDP of the internet.