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 at Stripe, you will be responsible for the complete post-sales lifecycle of Stripe users, ensuring they derive maximum value from their investments. This role involves becoming a trusted advisor, deeply understanding customers’ businesses and needs, and working closely with account teams, senior executives, and multiple organizational levels to drive success, retention, and renewal. You will advocate internally for customers, gather feedback to help build next-generation solutions, and engage in product, payments, and technical conversations. This position is ideal for someone who is a natural relationship and business builder and thrives on driving customer success and growth.

Responsibilities
- Lead post-sale engagement, retention, and growth of customers in partnership with Account Executives
- Support account expansion by identifying opportunities and driving business outcomes
- Build and maintain relationships with senior executives across business, product, engineering, finance, and IT
- Evangelize Stripe customer success stories and systems
- Articulate and drive customer use cases, value, and expansion while maintaining trusted advisor status
- Serve as a trusted payments and commerce advisor, educating customers on product benefits and industry insights
- Conduct business reviews aligned with account teams to discuss priorities, product roadmap, satisfaction, usage insights, and expansion opportunities
- Advocate for customers internally by sharing feedback with Product Management, Engineering, Support, Marketing, and Sales
- Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, renewals, referrals, and satisfaction

Experience
- 8+ years in a client-facing role, ideally in customer success managing relationships with large, global, and complex organizations
- Strong analytical skills and operational rigor
- Proven executive presence and presentation skills, especially in-person with multiple stakeholders
- History of success in consulting, pre-sales, technical account management, or equivalent roles
- Experience building comprehensive account plans and achieving targets, preferably in sales
- Track record managing large, complex projects or programs
- Skilled in handling difficult customers or situations with demonstrated resolutions
- Ability to work collaboratively within sales and services teams
- Strong research and self-starter capabilities with a solid understanding of business and products

About you
- Sophisticated business sense with understanding of user business drivers and strategy
- Experience leading technical conversations and persuading stakeholders based on solution value
- Proactive and willing to tackle challenges independently
- Ability to work effectively with diverse internal and external stakeholders
- Motivated and flexible to thrive in a fast-paced, high-growth environment with rapid change

Qualifications
Preferred but not required: experience with technical products, strong communication skills, and a proven ability to drive customer success and growth in complex environments.