Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Stripe is a financial infrastructure platform used by millions of companies worldwide, from large enterprises to ambitious startups. Our mission is to increase the GDP of the internet, offering you a unique opportunity to impact the global economy while advancing your career.

As a Customer Success Manager (CSM), you will oversee the post-sales lifecycle for Stripe users, ensuring they realize maximum value from their investment. This role directly influences company growth by driving user success, retention, expansion, and renewal outcomes.

You will manage a book of enterprise customers, delivering proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business. The role requires close collaboration with sales, technical account managers, and operations teams to engage customers in product, payment, and technical discussions.

Key responsibilities include partnering with account executives and technical account managers to support post-sale engagements focused on optimization, retention, and growth; managing overall account health including product adoption, usage velocity, renewals, and customer satisfaction; serving as a trusted payments and product advisor; performing business reviews to align on priorities and share Stripe’s product roadmap; advocating for customers internally by sharing feedback with Product Management, Engineering, Support, Marketing, and Sales; and supporting book expansion by identifying growth opportunities.

Experience
Minimum 4+ years in a client-facing role, ideally in enterprise relationship management with large, global, and complex organizations, preferably involving a technical product.
Proven track record leading technical conversations and persuading stakeholders based on requirements and value.
Experience handling difficult customers or situations and driving resolutions.

About you
Fluency in both German and English.
Strong business acumen with an understanding of the drivers and strategy behind users' businesses.
Excellent problem-solving skills.
Strong organizational and time management skills.
Executive presence and confident presentation skills, especially in meetings with multiple stakeholders.
History of success in consulting, pre-sales, technical account management, or equivalent roles.
Proven ability to manage large, complex projects or programs.
Track record of achieving targets and goals, preferably in a sales environment.

Qualifications
Preferred but not required: experience in sales or technical account management roles.
Strong operating rigor and ability to work cross-functionally to advocate for customer needs.