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About the Role
Lead and coach a high-performing team of Customer Success Managers, helping them deliver on ambitious targets. Work directly with executives at existing enterprise Stripe customers and partner cross-functionally to help users execute their business priorities.
Responsibilities
- Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
- Help drive an engagement model focused on building durable user relationships, increasing adoption, and delivering value.
- Develop both the vision and strategy for the team, driving progress toward customer health, renewal, and growth metrics.
- Be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans.
- Coach, mentor, and guide the team in developing consultative customer success and sales skills.
- Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs.
- Build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting, and business reviews.
- Inspire, motivate, and enable the team by setting clear expectations, providing direct feedback, and supporting their individual development and career growth.
Requirements
- 12+ years of customer-facing experience in customer success, account management, or sales.
- 3-5 years of people management experience.
- Experience leading sales or account management in a high-growth technology environment.
- Ability to hire, train, and coach a high-performing user-facing team.
- Ability to support Customer Success Managers' efforts through strategic advice on account strategies and serving as executive sponsor with key relationships.
- Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems.
- Demonstrated passion for Stripe’s mission and helping users succeed.
Skills
- Management and leadership
- Scaling a technology Customer Success team
- Superior communication skills
- Building trusted relationships with senior stakeholders
- Understanding unique customer needs
- Consultative customer success
- Sales skills
- Strategic advice on account strategies
- Executive sponsorship
Location
- Remote
Work Type
- Full-time
Experience Level
- Manager
- 3-5 years of people management experience
- 12+ years of customer-facing experience
About the Company
- 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.
- Stripe’s mission is to increase the GDP of the internet.