Strategy & Operations Business Partner, Customer Success

Stripe
Chicago
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 7+ yearsSkills: ["Strategic planning","Operational rigor","Cross-functional collaboration","Independent work","Analytical thinking"]

Drive the Customer Success Strategy & Operations function by shaping operating models, cadences, and reporting infrastructure that help the team scale. Partner with CS leadership as a trusted thought partner to define annual OKRs, oversee territory management, and translate business needs into data-informed process improvements. Lead cross-functional initiatives, build dashboards and forecasts, and design AI-enabled workflows to improve CSM efficiency and customer impact.

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Stripe
Stripe
2 days ago

Strategy & Operations Business Partner, Customer Success

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Last checked: 8 hours agoStatus: Live

Job Summary

Drive the Customer Success Strategy & Operations function by shaping operating models, cadences, and reporting infrastructure that help the team scale. Partner with CS leadership as a trusted thought partner to define annual OKRs, oversee territory management, and translate business needs into data-informed process improvements. Lead cross-functional initiatives, build dashboards and forecasts, and design AI-enabled workflows to improve CSM efficiency and customer impact.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Cross-functionally analyze and troubleshoot system challenges affecting Customer Success operations.
  • •Define operating models for new Customer Success specialisms, including metrics, processes, and ways of working.
  • •Design and implement AI-enabled workflows to improve CSM efficiency, scalability, and customer impact.
  • •Develop scalable automated reports and dashboards to meet leadership reporting needs and reduce manual effort.
  • •Oversee management of CSM territories and define/monitor annual and quarterly OKRs, preparing materials for QBRs and leadership meetings.

Key Requirements

  • •7+ years of work experience, with a significant portion in strategic/operational roles at high-growth tech companies or consulting.
  • •Comfort with ambiguity: scope undefined operational problems, design solutions, and drive them to completion with minimal oversight.
  • •High bar across operational design, strategic planning, and reporting, with experience owning data and metrics directly.
  • •Ability to work independently with minimal oversight while meeting deadlines and holding yourself accountable.
  • •Technical proficiency with AI tools to automate workflows, plus experience translating business needs into requirements and managing technical resources.
Experience:7+ yearsHigh-growth techConsulting
Skills:Strategic planningOperational rigorCross-functional collaborationIndependent workAnalytical thinking
Tech Stack:SQLAI toolsDashboardsReporting infrastructureForecasts

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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