Manager, Customer Success Manager

Stripe · Chicago · Posted

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

Our users are the heart of our business. Stripe’s Global Customer Success Team is responsible for managing our largest and most strategic relationships, such as Doordash, Lyft, and Shopify. In this manager role you’ll be responsible for a high-performing team of Customer Success Managers. You’ll lead and coach the team, helping them deliver on ambitious targets, roll up your sleeves to work directly with executives at existing enterprise Stripe customers and partner cross functionally to help users execute their business priorities.

We are looking for a hands-on, visionary leader who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology Customer Success team, superior communication skills, and a track record for building trusted relationships with senior stakeholders and understanding unique customer needs.

What you’ll do

We are seeking a Manager to lead a team of high-performing Customer Success Managers to build and grow the relationships with our most complex users. You will:

  • 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, 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.

We’re looking for someone who has:

  • 12+ years of customer-facing experience in customer success, account management, or sales with 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 the 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

Nice to haves:

  • Prior experience leading a customer success team
  • Prior experience at a growth stage Internet/software company
  • Payments or Billing experience
  • Prior experience in customer success, enterprise account management, partnerships and/or business development

Apply on the Stripe website

About this role

Stripe is hiring for the role of Manager, Customer Success Manager in Chicago. The posting asks for about 3+ years of experience. It mentions Account management, Customer support, Stakeholder management, Communication and Leadership.

Skills mentioned

  • Account management
  • Customer support
  • Stakeholder management
  • Communication
  • Leadership

How to prepare your application

  • Use these exact words in your resume where they are true for you: Account management, Customer support, Stakeholder management, Communication and Leadership. Applicant tracking systems match on them.
  • Use numbers: quota reached, deals closed, pipeline built, accounts grown.
  • Show you understand the customers this company sells to.
  • Be ready to describe how you handle a lost deal.
  • The posting asks for 3+ years, so put your most relevant experience at the top.

Common questions

What does Stripe look for in a Manager, Customer Success Manager?

This posting mentions Account management, Customer support, Stakeholder management, Communication and Leadership and about 3+ years of experience. Read the full description above for the exact requirements.

Is this Manager, Customer Success Manager job remote?

The listing gives the location as Chicago. Check the employer's page to see if remote or hybrid work is allowed.

How do I apply?

Use the Apply button. It opens the application on Stripe's own website, so your application goes straight to the employer. Never pay money to apply for a job.

How can I check my resume for this job?

Use "Check my resume for this job". It compares your resume with this posting and lists the keywords you are missing, so you can fix them before you apply.

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