Manager, Customer Success Enterprise

AI in this role

Lead and scale a team of enterprise customer success managers at Stripe to drive adoption, retention, and strategic growth.

customer-successteam-managemententerprise-salesrelationship-management

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

Our users are the heart of our business. Stripe’s Global Customer Success Team is responsible for managing our largest and most strategic relationships, such as Doordash, Lyft, and Shopify. In this manager role you’ll be responsible for a high-performing team of Customer Success Managers. You’ll lead and coach the team, helping them deliver on ambitious targets, roll up your sleeves to work directly with executives at existing enterprise Stripe customers and partner cross functionally to help users execute their business priorities.

We are looking for a hands-on, visionary leader who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology Customer Success team, superior communication skills, and a track record for building trusted relationships with senior stakeholders and understanding unique customer needs.

What you’ll do

We are seeking a Manager to lead a team of high-performing Customer Success Managers to build and grow the relationships with our most complex users. You will:

Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
Help drive an engagement model focused on building durable user relationships, increasing adoption, delivering value
Develop both the vision and strategy for the team, driving progress toward customer health, renewal and growth metrics
Be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans.
Coach, mentor, and guide the team in developing consultative customer success and sales skills
Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
Build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting and business reviews.
Inspire, motivate, and enable the team by setting clear expectations, providing direct feedback and supporting their individual development and career growth.

We’re looking for someone who has:

12+ years of customer-facing experience in customer success, account management, or sales with 5 years of people management experience
Payments or Fintech experience and/or experience in a complex SaaS consumption environment
Experience leading sales or account management in a high-growth technology environment
Ability to hire, train, and coach a high-performing user-facing team
Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
Demonstrated passion for Stripe’s mission, and helping users succeed

Nice to haves:

Prior experience at a high-growth stage Internet/software company

How we rate this

Manager, Customer Success Enterprise at Stripe rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Customer SuccessTeam ManagementEnterprise SalesRelationship Management

Questions you could be asked

Tell me about a project where customer success was part of your work. What did you do?
Tell me about a project where team management was part of your work. What did you do?
Tell me about a project where enterprise sales was part of your work. What did you do?
Tell me about a project where relationship management was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Customer Success, Team Management, Enterprise Sales, and Relationship Management. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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