Customer Success Manager, RFA

4 weeks ago

Chicago, Illinois, United States Stripe Full time
About the Role

As a Customer Success Manager at Stripe, you will be responsible for the complete post-sales lifecycle of our users, ensuring they derive maximum value from our Revenue and Finance Automation (RFA) product suite. You will become a trusted advisor to our customers, deeply understanding their business and needs, and helping them maximize the value they get from Stripe.

Key Responsibilities
  • Lead the RFA post-sale engagement, retention, and growth of your customers, partnered closely with Account teams
  • Support expansion of your accounts, identifying opportunities, driving business outcomes, and ensuring customers are successful in partnership with the account team
  • Build and foster relationships with senior executives in business, product, engineering, finance, and IT, in partnership with the Account Executive and team
  • Evangelize Stripe customer success stories and customer success systems and processes
  • Articulate and drive customer use cases, customer value, and expansion, while maintaining trusted customer advisor status
  • Serve as a trusted payments, billing, tax, and invoicing advisor to the customer, educating them on the use and benefits of our products and our industry
  • Aligned with the account team, perform business reviews to align on business priorities, payments performance, optimization opportunities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunities
  • Advocate for the customer to internal stakeholders, sharing customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience
  • Drive overall account health, including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
About You

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. The preferred qualifications are a bonus, not a requirement.

  • 8+ years of experience in a client-facing role, ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical product
  • Strong analytical skills and operating rigor
  • Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
  • History of success as a consultant, pre-sales, technical account management, or equivalent
  • Experience building comprehensive account plans
  • Proven track record of achieving targets and goals, preferably in a sales setting
  • Track record of managing large, complex projects and/or programs
  • Experience handling difficult customers or situations and can demonstrate resolutions
  • Must work within a team environment with sales and services peers
  • Ability to navigate data and people to find answers
  • A strong understanding of our business and products, and an ability to research/self-start

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