The opportunity
Stripe's Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes.
What you'll do
Monitor and Mitigate Risk: Identify churn signals, integration gaps, and potential Card Brand Monitoring Program (CBMP) risks to proactively initiate optimization conversations.
Drive Value and Adoption: Educate users on fraud and disputes products, drive adoption of high-value features, and identify upsell opportunities
Cross-Functional Partnership: Collaborate with cross functional teams to support trials, conversions, and joint enablement.
Voice of the Customer: Act as the internal advocate by routing product feedback, representing user needs in roadmap discussions, and flagging systemic integration issues.
Operational Leadership: Own reporting and performance metrics, lead internal training, and participate in key customer business reviews (QBRs/EBCs)
What they're looking for
- + years of enterprise relationship management or consulting, with 2+ years: embedded in payments fraud, risk management, or disputes at a payments company, bank, or fintech
- Domain Expertise: Proven experience with fraud prevention, chargeback management, and risk operations, including familiarity with fraud patterns, friendly fraud, first-party misuse, and dispute representment
- Product Fluency: Hands-on experience with machine learning-based fraud tools, rule-based fraud engines, or dispute management platforms; familiarity with Stripe Radar is a strong plus
- Executive Presence: Experience presenting fraud and risk performance data to and influencing senior stakeholders across risk, finance, and operations functions
- Operational Rigor: Ability to manage a complex book of business, balancing multiple merchant fraud investigations, dispute escalations, and performance reviews simultaneously
- Ability to navigate data and people to find answers, including interpreting: fraud dashboards, dispute analytics, and authorization rate metrics
- Deep fraud and payments risk domain expertise with strong cross-functional instincts.
