Customer Success Program Manager

Stripe • Chicago, IL

72d

About The Position

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. The Customer Success team’s mission is to ensure Stripe's most strategic users get the maximum value from their Stripe investments. This team manages our largest users, and few roles provide such a direct impact on the growth of the company. In this Program Manager role you’ll be responsible for designing the strategy and driving the execution of a program which aims to create a differentiated experience and engagement for Stripe’s largest users. You’ll deeply partner across the company to drive a consistent, programmatic engagement model for our largest users, to increase their satisfaction and growth on Stripe. You’ll lead all aspects of the program, from the program design, cross-functional collaboration, execution, and tracking success metrics against goals.

Requirements

• 4+ years of experience in program management, sales operations, process improvement, management consulting or a related discipline.
• 6+ years of experience building or supporting GTM programs, processes, or workflows.
• A strong track record of delivering global transformational, complex programs in a changing, ambiguous environment which have delivered quantifiable business impact.
• An ability to seamlessly transition from strategy, high level to very detailed, and a willingness to 'roll up your sleeves'.
• Excellent analytical, presentation, and communication experience, influencing across all levels.
• Deep problem solving and analysis experience in a Sales-oriented environment.
• Ability to influence cross functional stakeholders to align and execute on common objectives.

Nice To Haves

• Demonstrate leadership qualities throughout your work – taking ownership of challenges, selflessly supporting your colleagues, and setting the standard for quality in your deliverables.
• Strong empathetic skills that allow you to deeply understand friction points, as well as the root causes that may be driving them.
• Comfort operating with incomplete data and adapting / re-prioritizing activities as business needs change.

Responsibilities

• Support the long-term vision and strategy for programs that are aligned with our GTM customer journey.
• Drive GTM execution on identified key engagements.
• Partner with Communications and GTM to support the necessary change management to ensure new program elements are widely shared and adopted.
• Effectively work cross-functionally to shape the program to meet user needs and design an account engagement framework that intentionally maps all of the touchpoints our top users engage in with Stripe.
• Coordinate initiatives to align plans and timelines.
• Partner with the marketing team as needed to map an impactful executive engagement journey.
• Create, execute, and analyze program effectiveness measures, making Program adjustments where needed.

What This Job Offers

• Number of Employees: 5,001-10,000 employees