Manager, Customer Success Enterprise
Stripe
Salary undisclosed
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Description
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
About this role
Stripe's Global Customer Success Team manages relationships with the company's largest enterprise customers—names like DoorDash, Lyft, and Shopify. This manager role puts you in charge of a team of Customer Success Managers supporting those strategic accounts, with direct involvement in executive relationships and responsibility for driving customer health, adoption, and renewal metrics. You'll own the team's vision and strategy, build operating rhythms around account planning and business reviews, and serve as both coach and escalation point for complex customer situations.
The role demands someone with at least 12 years in customer-facing functions (customer success, account management, or sales) plus 3 to 5 years managing people, ideally in a high-growth tech environment. You'll need to recruit and develop a strong team, operate comfortably with ambiguity, and move fluidly across the organization to shape solutions that meet client needs. Prior experience leading a customer success team is valued, as is familiarity with payments or billing.
This is a hands-on position that requires both strategic leadership and willingness to work directly with customers alongside your team. It's based in Atlanta and requires in-office presence.
How this employer is doing
solid
- H1B: Active Visa Sponsor
- Recent Acquisition
- Recently Raised Funding
- Active Visa Sponsor
In the news
Stripe president says checkout pages ‘will go away’ as AI commerce expands, Business Insider
This role's local market on JobMinglr
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Manager, Customer Success Enterprise postings in Atlanta, and analyze any offer before you accept it.
The path into this work
We map every route into customer success manager work: what to learn, what each certificate costs, and how long each step takes. See the Customer Success Manager career path.
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