Manager, Customer Success Manager

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 t...

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 co...

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. 

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
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