The opportunity
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
Partner closely with account executives and technical account managers to: support post-sale engagements focused on the optimization, retention, and growth of enterprise customers
Manage a book of customers to drive overall account health including: performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
Serve as a trusted payments and product advisor to managed customers by: delivering payment performance and industry insights
Perform business reviews to align on user priorities, review payments: performance metrics, share the Stripe product roadmap, and provide guidance on how to optimize the value from Stripe
Advocate for the customer to internal stakeholders. Share customer feedback: and insights with Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience.
In coordination with an account team, support book expansion—identifying and: surfacing opportunities to ensure customers are successful.
What they're looking for
- + years of experience in a client-facing role ideally in enterprise: relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
- Strong business sense and understanding of 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 problem-solving skills
- Excellent operating rigor including organizational and time management skills
- Strong executive presence and presentation skills, particularly 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
