About this role
About the Role Stripe’s Customer Success Managers are responsible for the complete post-sales lifecycle of a Stripe user, driving value, retention, and renewal for Stripe’s Revenue and Finance Automation (RFA) product suite. You will be a trusted advisor, deeply understanding customer needs and collaborating with cross-functional teams to maximize value from Stripe.
You will become a key partner to customers, guiding them through product, payments, and technical discussions at multiple levels and helping shape the next generation of Stripe user experiences.
What You'll Do
- 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
- Align 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
What We're Looking For
- 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
- Preferred qualifications:
- 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