Customer Success Manager, Stripe
€72-108k
A financial infrastructure platform for businesses
Open for applications
A financial infrastructure platform for businesses
1001+ employees
Open for applications
€72-108k
1001+ employees
Company mission
To increase the GDP of the internet
Role
Who you are
- 5+ years experience in a client-facing role, ideally customer success, consulting, financial services, account management, or sales experience, preferably working with a technical product
- Sophisticated business sense and understanding of underlying drivers and strategy of our user’s 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 ability to navigate data and people to find answers
- Strong operating rigor, including organizational and time management skills
- Strong executive presence and presentation skills
- History of success as a consultant, pre-sales, technical account management, or equivalent; experience prioritizing and managing a large and varied book of business is a plus
- A capability to work well with a wide range of people, both internally and externally, including working with a team of sales and services peers
- Motivation and flexibility to work well in a high-growth environment where things change quickly
What the job involves
- We are looking for motivated and curious Customer Success Managers to help build out Stripe’s Scaled Customer Success motion
- You will have a unique opportunity to be a founding member of this team, helping shape how we impact customers at scale
- The goal of Scaled CS at Stripe is to execute critical customer engagements in order to efficiently demonstrate ROI to the customer base
- Scaled CSMs will run targeted engagements to help groups of customers derive maximum value from their investments, leading to project success, retention, and renewal
- Scaled CSMs will run targeted success programs, and the ideal CSM will enjoy building processes and playbooks, then executing them with customers
- This role involves working closely with internal account teams to engage in product, payments, and technical conversations at multiple levels of the user’s organization
- You will love this job if you are a natural relationship and business builder, with a keen sense of detail and passion for optimization
- Help scope, build, and deliver ongoing product adoption, payments performance, and user advocacy engagements to a book of customers. Liaise with sales and product teams to understand key drivers of health and opportunities to improve optimization and engagement
- Manage a scaled book of customers to drive overall account health via targeted engagements with regards to product usage, payments performance, optimization, education, adoption, and customer satisfaction
- In coordination with an account team, support expansion of your book--identifying & surfacing opportunities to ensure customers are successful
- Evangelize Stripe customer success stories and customer success systems and processes
- Serve as a trusted payments and product advisor to the customer, providing education on the use and benefits of our products and insights on our industry
- Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on innovation and improvement needed to optimize the Stripe user experience
Our take
Stripe, nowadays a FinTech giant, spent the first few years since its founding building up its payments business, which primarily consisted of providing an API to eCommerce businesses so that they could easily integrate a payments option in their apps or websites, where before there was none.
More recently, Stripe has started to accelerate its growth with a significantly larger range of financial services including cash advances and credit cards. They also plan to build incorporation services, fraud protection, and more, diversifying its revenue away from payments and differentiating itself from its competitors.
To further expand its position, the company is looking to triple its presence in Ireland, and extend its services to countries with vast customer potential, including Brazil and India. Its latest venture, coming atop significant new funds, is to partner with OpenAI, the company behind ChatGPT - a win-win collaboration that will monetize OpenAI’s flagship products and at the same time enhance Stripe with GPT-4, as it moves forwards with intentions to "build the payments foundation for tomorrow's AI economy."
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-5% employee growth in 12 months
Company
Funding (last 2 of 13 rounds)
Mar 2023
$6.5bn
GROWTH EQUITY VC
Mar 2021
$600m
SERIES H
Total funding: $8.7bn
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- Comprehensive mental, physical and medical health plans
- Fertility benefits and parental leave
Company values
- Built for builders - The best reason to work at Stripe is that you will have colleagues who support and challenge you to do the best work of your career. We combine a big-picture mindset with obsessive attention to the details, down to the last pixel, API parameter, and word.
- An environment of growth - We care about results more than CVs. We value managers who remain experts while developing talent and designing successful orgs. You can also have a big impact and advance far without managing anyone. We want you to take what you’ve been hired to do, and show us how it’s done – you might create something we never would have imagined. We have had account managers start a publishing arm, interns who have run business units, and hackathon participants who have built company-defining products.
- Fast-paced, detail oriented - We balance innovation with scrupulous attention to every bit and byte involved in the movement of money – because we can’t do our job well unless we do both. When we started, we emailed every API error to everyone at the company. Now, we have more than 250 million API requests a day – and we still care about each one.
- Voraciously curious - We wish there was a book that described what we need to do next (we’d even publish it), but since there isn’t, we all have to write it together. You will need to find answers to questions you’ve never been asked before. Sometimes, you will be the first person ever to contemplate a particular problem. We want people who devour books for fun and approach new challenges with eager curiosity.
Company HQ
SoMa, San Francisco, CA
Articles
Founders
Patrick Collison
(Content Strategist)Studied maths at MIT before founding Stripe. Also on the board of the Long Now Foundation.
John Collison
(President)Studied at Harvard but dropped out to found Stripe.
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