Advisory Customer Success Manager, Commercial

Stripe

Stripe

Customer Service, Sales & Business Development
Chicago, IL, USA
Posted on Friday, June 14, 2024

About Stripe

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, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

Stripe’s Customer Success (CS) team supports revenue growth across GTM by helping a broad book of users activate, grow, and maximize their performance on Stripe.

What you’ll do

We are looking for motivated and curious Customer Success Managers to help build out Stripe’s scaled Customer Success Advisory motion for our Commercial segment. You will have a unique opportunity to help shape how we support customers in our Commercial segment and define how to create impact with customers at scale.

Advisory CSMs will work with a book of customers in the Commercial segment to ensure our users are successful, growing, and maximizing their investment on Stripe. The ideal candidate will be a builder, someone who is analytical and creative who enjoys both defining and executing new processes. This role involves working closely with sales, partner managers, and operations teams to engage customers in product, payment, technical, and risk conversations.

Responsibilities

  • Help scope, build, and execute processes to operate at scale with users across the Commercial segment.
  • Manage overall account health of Commercial customers via proactive outreach and operational support.
  • Serve as a trusted payments and product advisor to managed customers by delivering digital and many content on payment optimizations and industry insights.
  • Monitor a scaled book of customers and implement proactive interventions to prevent issues and escalations.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply.

Minimum requirements

  • 5+ years experience in a client-facing role, ideally customer success, consulting, financial services, account management, or sales, preferably working with a technical product
  • Strong business sense and ability to understand the drivers and strategy of our users’ businesses
  • Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
  • Strong analytical skills and ability to navigate data and people to find answers
  • Strong operating rigor, including organizational and time management skills
  • Strong business presence and presentation skills
  • A capability to work well with a wide range of people, both internally and externally, including working with a team of sales and services peers
  • Motivation and flexibility to work well in a high-growth, dynamic environment
Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

The annual US base salary range for this role is $124,900 - $187,400. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office locations

Chicago

Team

Customer Success

Job type

Full time