Program Manager, Customer Success Efficiency and Scale

Stripe
Atlanta, Chicago
Full timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["User empathy","Cross-functional communication","Influence","Analytical problem-solving"]

Lead a portfolio of internal tools, AI-enabled workflows, and scaled programs that improve Customer Success efficiency and outcomes. You’ll translate frontline pain points into a prioritized roadmap, define requirements and success metrics, and partner with technical, data, and operational teams to deliver and drive adoption. In a highly ambiguous environment, balance near-term enablement with longer-term capability scaling to create measurable impact.

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Stripe
Stripe
3 days ago

Program Manager, Customer Success Efficiency and Scale

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead a portfolio of internal tools, AI-enabled workflows, and scaled programs that improve Customer Success efficiency and outcomes. You’ll translate frontline pain points into a prioritized roadmap, define requirements and success metrics, and partner with technical, data, and operational teams to deliver and drive adoption. In a highly ambiguous environment, balance near-term enablement with longer-term capability scaling to create measurable impact.
Location: Atlanta, Chicago
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own and prioritize the Customer Success Efficiency and Scale roadmap, balancing user needs, business impact, feasibility, and organizational priorities.
  • •Partner to discover and define problems, validating where tooling, automation, AI, or self-service can create leverage.
  • •Create product briefs, requirements, success metrics, and launch plans; partner with technical teams to deliver scalable solutions.
  • •Coordinate cross-functional delivery, manage dependencies and trade-offs, and ensure measurement and iteration after each launch.
  • •Scale Customer Success impact by building tools, assets, and program motions that extend value beyond dedicated CSM coverage.

Key Requirements

  • •5+ years of experience in product management, program management with substantial product ownership, business operations, consulting, or a related field.
  • •Experience leading products, platforms, workflows, or customer-facing solutions end-to-end (discovery, prioritization, launch, adoption, iteration).
  • •Strong product sense and user empathy to turn qualitative and quantitative inputs into strategy and requirements.
  • •Proven track record leading complex, cross-functional work across technical, operational, and go-to-market teams.
  • •High analytical and structured problem-solving skills, including evaluating trade-offs to design scalable solutions.
Experience:5+ yearsCustomer success
Skills:User empathyCross-functional communicationInfluenceAnalytical problem-solving
Tech Stack:AI

Company Brief

Stripe
Provides payment processing APIs and financial infrastructure for internet businesses. Powers online payments for millions of companies from startups to Fortune 500s.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2010
Glassdoor
Glassdoor: 4.2
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