Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Stripe is a financial infrastructure platform for businesses, used by millions of companies worldwide to accept payments, grow revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, offering an unprecedented opportunity to impact the global economy.

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

You will manage a book of enterprise customers, delivering proactive workshops, business reviews, payment 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 conversations.

Key responsibilities include partnering with account executives and technical account managers to support post-sale engagements focused on optimization, retention, and growth; managing account health through performance, product adoption, usage velocity, renewals, growth, referrals, 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 and insights; and supporting book expansion by identifying opportunities to ensure customer success.

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 of leading technical conversations and persuading stakeholders.
History of success in consulting, pre-sales, technical account management, or equivalent.
Experience managing large, complex projects and/or programs.
Demonstrated ability to handle difficult customers or situations with effective resolutions.
Proven achievement of targets and goals, preferably in a sales setting.

About you
Fluency in both Spanish and English.
Strong business acumen and understanding of user business drivers and strategy.
Excellent analytical skills.
Strong organizational and time management skills with rigorous operating discipline.
Strong executive presence and presentation skills, especially in-person with multiple stakeholders.
Ability to work independently and navigate data and people to find answers.
Capability to collaborate effectively with a wide range of internal and external stakeholders.
Motivated and flexible to thrive in a fast-paced, high-growth environment with rapid change.

Qualifications
While no specific formal qualifications are required, relevant experience in enterprise customer success, technical account management, or related fields is essential.