Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. 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. 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 engagement 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. This role is ideal for someone who is a natural relationship and business builder, passionate about driving customer success and growth.

Responsibilities
- Lead post-sale engagement, retention, and growth of your customers in partnership with the Account Executive
- Support account expansion by identifying opportunities, driving business outcomes, and ensuring customer success
- Build and foster 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, growth, referrals, and satisfaction

Experience
- 8+ years in a client-facing role, ideally customer success, managing relationships with large, global, and complex organizations
- Strong analytical skills and operational rigor
- 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
- 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 requirements and value
- Self-motivated and willing to take initiative
- Ability to work effectively with a wide range of people internally and externally
- Adaptable and motivated to thrive in a fast-paced, high-growth environment where priorities may shift quickly

Qualifications
No formal qualifications are specified; however, relevant experience and skills as outlined above are essential.