Customer Success Manager, Enterprise

Stripe•Chicago, IL

11d•$113,672 - $144,750•Hybrid

About The Position

Stripe, LLC. 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.

Requirements

Bachelor's degree or foreign equivalent in Engineering, Computer Science, Business Administration, Management, or a related field, plus four (4) years of experience in enterprise customer success or strategic account management.
Four (4) years of experience in supporting expansion of complex accounts, including identifying opportunities, driving business outcomes.
Four (4) years of experience in building and fostering relationships with senior executives in business, product and finance in partnership with the Account Executive and team.
Four (4) years of experience working with the account team to perform annual business reviews to align on business priorities, payments performance, optimization opportunities, product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize value, and identify product expansion opportunities.
Four (4) years of experience driving overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.
Four (4) years of experience in SaaS.
Four (4) years of experience in Finance, consulting, and account management.

Responsibilities

Support post-sales engagements focused on the optimization, retention, and growth of Stripe’s 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 manage customers by delivering payment performance and industry insights.
Perform business reviews to align on user priorities, review payments performance metrics, share company product roadmap and provide guidance on how to optimize the value from the company.
Advocate for the customer to internal stakeholders.
Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the company user experience.
In coordination with an account team, support book expansion, identify and surface opportunities to ensure customers are successful.