Customer Success Manager, Fraud & Disputes

Stripe • Chicago, GA

10d

About The Position

The CSM for Fraud & Disputes is a specialized scaled coverage role serving the Global CSM Team. You will work across account executives, technical account managers, ProServ, and AEPs to drive Radar adoption and deliver measurable improvements in fraud rates, dispute rates, and overall payments health. You will be the domain expert and operational backbone for Stripe’s fraud and disputes product suite (examples: Radar Standard, Radar for Fraud Teams (RFFT), Disputes, Adaptive 3DS, Smart Refunds, Radar for Multiprocessor, and Radar for Platforms, working across partners in Product, ProServ, Support, and Data Science. The ideal candidate combines deep fraud and payments risk domain expertise with strong cross-functional instincts.

Requirements

• 5+ years of enterprise relationship management or consulting, with 2+ years embedded in payments fraud, risk management, or disputes at a payments company, bank, or fintech.
• Proven experience with fraud prevention, chargeback management, and risk operations, including familiarity with fraud patterns, friendly fraud, first-party misuse, and dispute representment.
• Hands-on experience with machine learning-based fraud tools, rule-based fraud engines, or dispute management platforms; familiarity with Stripe Radar is a strong plus.
• Experience presenting fraud and risk performance data to and influencing senior stakeholders across risk, finance, and operations functions.
• Ability to manage a complex book of business, balancing multiple merchant fraud investigations, dispute escalations, and performance reviews simultaneously.
• Ability to navigate data and people to find answers, including interpreting fraud dashboards, dispute analytics, and authorization rate metrics.

Nice To Haves

• Deep fraud and payments risk domain expertise with strong cross-functional instincts.

Responsibilities

• Identify churn signals, integration gaps, and potential Card Brand Monitoring Program (CBMP) risks to proactively initiate optimization conversations.
• Educate users on fraud and disputes products, drive adoption of high-value features, and identify upsell opportunities.
• Collaborate with cross functional teams to support trials, conversions, and joint enablement.
• Act as the internal advocate by routing product feedback, representing user needs in roadmap discussions, and flagging systemic integration issues.
• Own reporting and performance metrics, lead internal training, and participate in key customer business reviews (QBRs/EBCs).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed