Program Manager, Enterprise Servicing

Stripe

15h

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. The Customer Advocacy and Programs team, a small, high-impact team inside Customer Success, amplifies the voice of the customer and turns feedback into measurable change. They synthesize customer input across touchpoints to surface the highest‑value opportunities, then partner with Product, GTM, Support, and Operations to turn those opportunities into strategy, deliverables, and lasting improvements. Their mission is to ensure Stripe’s most strategic customers get maximum value from their Stripe investments. As the Enterprise Servicing Program Manager, you’ll design and lead a program that creates a differentiated, programmatic post‑sales engagement model for Stripe’s largest users. You’ll own end‑to‑end program delivery—strategy, cross‑functional alignment, execution, and measurement. You’ll work closely with Customer Success, Technical Account Managers, Go-to-market teams, Product, Operations, Finance, Legal, and more to ensure every interaction (from product optimizations to business reviews and executive briefings) is elevated and consistent. Your work will make it clear to customers that they’re getting measurable value from Stripe, reduce risk, and drive retention and growth for top accounts. In this role, you will create clarity when navigating ambiguity, and solve complex problems while operating in a high-growth environment.

Requirements

5+ years of experience in program management, business operations, management consulting, or a related discipline.
A strong track record of delivering global, complex programs with multiple constituents in a changing, ambiguous environment end-to-end.
Deep problem solving and analysis experience (solving business problems—commercial, operational, financial) in a Sales-oriented environment.
Ability to diagnose, simplify, and structure problems and solutions while having command of “the details”.
Excellent analytical, presentation, and communication experience, influencing across all levels from front lines to C-Suite.
The ability to seamlessly transition from strategy, high level to very detailed, and a willingness to “roll up your sleeves”.
Work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment.
Ability to influence cross functional stakeholders to align and execute on common objectives.

Nice To Haves

Experience operating with incomplete data and reprioritizing as business needs change
Prior experience with enterprise customers or large accounts and familiarity with executive engagement practices (QBRs, exec briefings)
Background in Customer Success or Technical Account Management programs
Experience partnering with Data Science or building dashboards/automation for program observability
Comfort with SQL or analytics tools to interrogate program and user data
Prior payments or fintech experience

Responsibilities

Be accountable for the long-term vision and strategy for the Enterprise Servicing program, centered on an exceptional post-sales experience for Stripe’s largest users. Focus on the strategic evolution of the program and driving GTM execution on identified key engagements.
Coordinate change management, enablement, and communications to drive adoption of new program elements and processes.
Determine the feedback loop necessary to assess service level.
Create, execute, and analyze program effectiveness measures, building observability of key user activities and financial performance.
Utilizing customer feedback, refine service level offerings by proposing modifications or additional offerings, including providing a point of view on differentiated needs by customer segment.
Develop a roadmap for the foundational requirements to operate the program efficiently and at scale.
Drive scalability through process refinement and automation, collaborating closely with critical cross-functional teams to build the needed tools, dashboards, and automation.
Set goals and targets for the overall program and manage key forums / updates to keep the organization and key stakeholders informed.
Develop strong collaborative relationships with key stakeholders across Stripe.

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