Manager, Customer Success Manager

Stripe
Chicago
Full timeFunction: Customer Success & Account ManagementExperience: 12+ yearsSkills: ["Leadership","Communication","Mentoring","Coaching","Relationship building","Operating with ambiguity"]

Lead and coach a high-performing team of Customer Success Managers managing Stripe’s most complex enterprise relationships. Drive an engagement model that builds durable customer relationships, increases adoption, and delivers value. Own vision and strategy for customer health, renewal, and growth metrics, identify risks early with mitigation plans, and work cross-functionally with Sales and other teams to shape solutions for client needs. Build operating rhythms and act as an executive sponsor for key accounts.

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Stripe
Stripe
1 day ago

Manager, Customer Success Manager

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Last checked: 16 hours agoStatus: Live

Job Summary

Lead and coach a high-performing team of Customer Success Managers managing Stripe’s most complex enterprise relationships. Drive an engagement model that builds durable customer relationships, increases adoption, and delivers value. Own vision and strategy for customer health, renewal, and growth metrics, identify risks early with mitigation plans, and work cross-functionally with Sales and other teams to shape solutions for client needs. Build operating rhythms and act as an executive sponsor for key accounts.
Location: Chicago
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts
  • •Drive an engagement model to build durable user relationships, increase adoption, and deliver value
  • •Develop the team’s vision and strategy for customer health, renewal, and growth metrics
  • •Identify risks and opportunities early and help the team build and work through mitigation plans
  • •Build operating rhythms (account planning, health reviews, renewal forecasting, and business reviews)

Key Requirements

  • •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 Customer Success Managers with strategic account advice and act as executive sponsor
  • •Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
Experience:12+ yearsHigh-growth technologyTechnologyCustomer successAccount managementSalesEnterprise accountsInternet/software
Skills:LeadershipCommunicationMentoringCoachingRelationship buildingOperating with ambiguity

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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