Customer Success Manager

Who we are

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 and what you'll do

Stripe's Customer Success Managers play a pivotal role in overseeing the entire post-sales lifecycle of Stripe users. Through your collaborative efforts, users will derive maximum value from their investments, ensuring project success, retention, and renewal. This role uniquely contributes to the company's growth, allowing you to become a trusted advisor to customers by deeply understanding their business needs and assisting them in maximizing the value they get from Stripe. As a natural relationship and business builder, you will thrive in this position.

Responsibilities

• Leading post-sale engagement, retention, and growth of customers in close collaboration with the Account Executive.
• Supporting account expansion by identifying opportunities, driving business outcomes, and ensuring customers achieve success, working closely with the account team.
• Cultivating relationships with senior executives in various departments, such as business, product, engineering, finance, and IT, in partnership with the Account Executive and team.
• Evangelizing Stripe's customer success stories, as well as its systems and processes.
• Articulating and driving customer use cases, value, and expansion while maintaining a trusted advisor status.
• Serving as a knowledgeable payments and commerce advisor, educating customers on the benefits of our products and industry.
• Conducting quarterly business reviews aligned with the account team to discuss business priorities, payments performance, optimization opportunities, Stripe's product roadmap, service satisfaction, usage patterns, and potential expansion opportunities.
• Advocating for customers internally by sharing feedback and insights with Product Management, Engineering, Support, Marketing, and Sales to enhance the Stripe user experience.
• Driving overall account health, including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.

Who you are

We're looking for someone who has fluency in Spanish and English 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.

Minimum requirements

• Bi-lingual fluency in Spanish and English
• Strong executive presence and effective presentation skills, particularly for in-person meetings with multiple stakeholders
• Proven track record of achieving targets and goals, with experience in a sales setting
• Consistent track record of managing large, complex projects and/or programs
• Successfully managed challenging customers or situations, providing tangible examples of conflict resolution skills
• Proficient in navigating data and interpersonal relationships to effectively identify and deliver solutions

Preferred Qualifications:

• 10+ years of experience in a client-facing role, preferably in customer success, managing relationships with large, global, and complex organizations, with a focus on technical products
• Demonstrated success as a consultant, pre-sales professional, technical account manager, or equivalent
• Proven ability to collaborate effectively with diverse range of stakeholders, both internally and externally
• Motivation and adaptability to thrive in a dynamic, high-growth environment where things change quickly
• Possesses a sophisticated business sense and a keen understanding of the underlying drivers and strategy of our users' 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 operational rigor
• Willingness and ability to independently tackle tasks
• Ability to function effectively within a team environment, collaborating with sales and services peers