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 meaningful work.

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

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 conversations.

Key responsibilities include partnering with account executives and technical account managers to optimize retention and growth, managing account health through performance and product adoption metrics, serving as a trusted payments and product advisor, performing business reviews aligned with user priorities, advocating for customers internally by sharing feedback with Product Management and Engineering, and supporting book expansion by identifying new opportunities for customer success.

Experience
4+ years in a client-facing role, ideally in enterprise relationship management with large, global, and complex organizations, preferably involving a technical product.
Strong business acumen with an understanding of the drivers and strategy behind users' businesses.
Proven ability to lead technical conversations and influence action based on solution value.
Strong problem-solving skills.

About you
Detail-oriented and meticulous with a passion for engaging customers and delivering insights.
Excellent organizational and time management skills.
Strong executive presence and presentation skills, especially in-person with multiple stakeholders.
History of success in consulting, pre-sales, technical account management, or equivalent roles.
Proven track record of achieving targets and managing large, complex projects or programs.

Qualifications
Preferred but not required: experience in sales settings and managing complex customer relationships.
Ability to work collaboratively across teams and advocate effectively for customers.