Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Stripe is a financial infrastructure platform for businesses, used by millions of companies worldwide—from large enterprises to ambitious startups. Our mission is to increase the GDP of the internet, offering you an unprecedented opportunity to impact the global economy while doing the most important work of your career.

As a Customer Success Manager on the Metronome team, you will be responsible for the complete post-sales lifecycle of Stripe users, specifically focusing on Stripe’s Revenue and Finance Automation (RFA) product suite. You will become a trusted advisor, deeply understanding your customers’ businesses and needs to help them maximize the value they get from Stripe.

This role involves close collaboration with user account teams, senior executives, and cross-functional partners, engaging in product, payments, and technical conversations at multiple organizational levels. You will advocate internally for your customers, ensuring an excellent Stripe experience and gathering feedback to help build the next generation of user-focused solutions.

You will lead post-sale engagement, retention, and growth of your customers in partnership with Account teams, identify expansion opportunities, and drive business outcomes. Building and fostering relationships with senior executives across business, product, engineering, finance, and IT will be key to your success. You will also evangelize Stripe customer success stories and systems, articulate customer use cases and value, and serve as a trusted advisor on payments, billing, tax, and invoicing.

Aligned with the account team, you will perform business reviews to align on priorities, payments performance, optimization opportunities, product roadmap, and customer satisfaction. You will advocate for customers internally by sharing feedback and insights with Product Management, Engineering, Support, Marketing, and Sales teams to optimize the Stripe user experience.

Overall, you will drive account health including payments performance, cost optimization, product adoption, usage velocity, renewals, growth, referrals, and customer satisfaction.

Experience
- 6+ years in a client-facing role, ideally in customer success managing relationships with large, global, and complex organizations
- Payments and/or fintech experience required
- Experience with consumption-based SaaS products
- Strong executive presence and presentation skills, especially for in-person meetings with multiple stakeholders
- Proven success in consulting, pre-sales, technical account management, or equivalent roles

About you
- Natural relationship and business builder
- Ability to deeply understand customer businesses and needs
- Skilled at engaging with senior executives and cross-functional teams
- Strong advocate for customers with excellent communication and collaboration skills

Qualifications
- Prior experience with modern SaaS billing and invoicing systems preferred
- Experience with billing solutions strongly preferred
- Sophisticated business sense with an understanding of the underlying drivers and strategy of user businesses