Role at a glance
- Salary
- Not Disclosed
- Location
- United Kingdom Locations, United Kingdom London, United Kingdom
- Work arrangement
- On-site
- Employment
- Full-time
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Role Summary
The Customer Success Manager manages post-sale relationships for a book of enterprise customers, helping them realize value from Stripe and supporting account optimization, retention, and growth. The role works with account executives, technical account managers, and internal teams on customer and product conversations.
What You'll Do
- Manage account health, including performance, product adoption, usage, renewals, growth, referrals, and customer satisfaction.
- Advise customers on payments and products by sharing performance and industry insights.
- Conduct business reviews to discuss customer priorities, payments metrics, the product roadmap, and ways to optimize value.
- Share customer feedback and improvement opportunities with internal teams, including Product Management, Engineering, Support,...
- Coordinate with the account team to identify and surface opportunities for book expansion.
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
Minimum: 7+ years of experience in a client-facing role, ideally in enterprise relationship management with large, global, and complex organizations, preferably with a technical product; strong business sense and understanding of users' business drivers and strategy; track record of leading technical conversations and persuading others based on requirements and solution value; strong problem-solving skills.
Preferred
- Excellent operating rigor, including organizational and time management skills.
- Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
- History of success as a consultant, pre-sales, technical account manager, or equivalent.
- Proven track record of achieving targets and goals, preferably in a sales setting.
- Track record of managing large, complex projects or programs.
- Demonstrated experience handling difficult customers or situations and driving resolutions.
- Ability to navigate data and people to find answers.
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Who we are
About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.
About the team
Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.
What you'll do
We're looking for a motivated and curious professional to manage a book of enterprise customers. The CSM delivers proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.
The ideal candidate is detail-oriented and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.
Responsibilities
- Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of enterprise customers
- Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
- Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
- Perform business reviews to align on user priorities, review payments performance metrics, share the Stripe product roadmap, and provide guidance on how to optimize the value from Stripe
- Advocate for the customer to internal stakeholders. Share customer feedback and insights with Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience.
- In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful.
Who you are
We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
- 7+ years of experience in a client-facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
- Strong business sense and understanding of underlying drivers and strategy of our users' businesses
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
- Strong problem-solving skills
Preferred qualifications
- Excellent operating rigor including organizational and time management skills
- Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
- History of success as a consultant, pre-sales, technical account manager, or equivalent
- Proven track record of achieving targets and goals, preferably in a sales setting
- Track record of managing large, complex projects or programs
- Demonstrated experience handling difficult customers or situations and driving resolutions
- Ability to navigate data and people to find answers
About the company
Stripe
Large Enterprise
Stripe is a leading financial technology company that provides a robust platform for online payment processing and ecommerce solutions. Founded in 2010, Stripe enables businesses of all sizes to accept payments, send payouts, and manage their online transactions seamlessly. With a focus on innovation and user experience, Stripe offers a range of APIs and tools that empower developers to integrate payment functionality quickly and efficiently. Trusted by millions of businesses worldwide, Stripe continues to shape the future of online commerce and financial services.