Manager, Customer Success Manager
Stripe · Chicago, IL · 1 mo ago
OTHR$205k–$308k/yrFull-time
We need to output HTML fragment with headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Remove boilerplate.
We need to parse the posting.
Content:
- Who we are About Stripe: description of company. Could be "About the role"? Actually "Who we are About Stripe" is about company. Could be "About the role"? Not exactly. The posting includes sections: "Who we are About Stripe", "About The Team", "What you’ll do", "We’re Looking For Someone Who Has", "Nice To Haves", "In-office expectations", "Pay and benefits", then some motivational text.
We need to map to allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide which sections map.
- About the role: could include "Who we are About Stripe" and "About The Team". That's description of role and team. So we can put that under About the role.
- Responsibilities: from "What you’ll do" bullet list.
- Requirements: from "We’re Looking For Someone Who Has" (mandatory requirements). Could also include "Nice To Haves" as Qualifications or Skills? The spec: Qualifications, Skills sections. We could put "Nice To Haves" under Qualifications or Skills. But we need to avoid filler. We have specific content: Nice To Haves list. So we can put under Qualifications.
- Skills: maybe we could extract from requirements? But we already have Requirements and Qualifications. Could also put Skills separate if we have skill list. Not explicit. Could combine.
- Benefits: from "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."
- Pay: from "The annual US base salary range for this role is $205,100 - $307,700." plus explanation about OTE. That's pay.
- Schedule: from "In-office expectations" describing office attendance expectations. That's schedule.
We must not include sections with placeholder/filler. All have specific content.
We must not include duplicated lines. Remove boilerplate like EEO etc. Not present.
We must not include application instructions like "Apply now". Remove.
We must not repeat job title as heading.
We must output only HTML fragment.
Structure: Use
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Remove boilerplate.
We need to parse the posting.
Content:
- Who we are About Stripe: description of company. Could be "About the role"? Actually "Who we are About Stripe" is about company. Could be "About the role"? Not exactly. The posting includes sections: "Who we are About Stripe", "About The Team", "What you’ll do", "We’re Looking For Someone Who Has", "Nice To Haves", "In-office expectations", "Pay and benefits", then some motivational text.
We need to map to allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide which sections map.
- About the role: could include "Who we are About Stripe" and "About The Team". That's description of role and team. So we can put that under About the role.
- Responsibilities: from "What you’ll do" bullet list.
- Requirements: from "We’re Looking For Someone Who Has" (mandatory requirements). Could also include "Nice To Haves" as Qualifications or Skills? The spec: Qualifications, Skills sections. We could put "Nice To Haves" under Qualifications or Skills. But we need to avoid filler. We have specific content: Nice To Haves list. So we can put under Qualifications.
- Skills: maybe we could extract from requirements? But we already have Requirements and Qualifications. Could also put Skills separate if we have skill list. Not explicit. Could combine.
- Benefits: from "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."
- Pay: from "The annual US base salary range for this role is $205,100 - $307,700." plus explanation about OTE. That's pay.
- Schedule: from "In-office expectations" describing office attendance expectations. That's schedule.
We must not include sections with placeholder/filler. All have specific content.
We must not include duplicated lines. Remove boilerplate like EEO etc. Not present.
We must not include application instructions like "Apply now". Remove.
We must not repeat job title as heading.
We must output only HTML fragment.
Structure: Use for each section heading. Under each, use
for prose,
- for lists.
We need to preserve all substantive information. So we need to include the details.
Let's craft.
About the role: combine Who we are About Stripe and About The Team.
Paragraph: "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."
Then about team: "Our users are the heart of our business. Stripe’s Global Customer Success Team is responsible for managing our largest and most strategic relationships, such as Doordash, Lyft, and Shopify. In this manager role you’ll be responsible for a high-performing team of Customer Success Managers. You’ll lead and coach the team, helping them deliver on ambitious targets, roll up your sleeves to work directly with executives at existing enterprise Stripe customers and partner cross functionally to help users execute their business priorities. We are looking for a hands-on, visionary leader who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology Customer Success team, superior communication skills, and a track record for building trusted relationships with senior stakeholders and understanding unique customer needs."
That's fine.
Responsibilities: list from "What you’ll do". Let's extract bullet points:
- Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
- Help drive an engagement model focused on building durable user relationships, increasing adoption, delivering value
- Develop both the vision and strategy for the team, driving progress toward customer health, renewal and growth metrics
- Be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans.
- Coach, mentor, and guide the team in developing consultative customer success and sales skills
- Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
- Build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting and business reviews.
- Inspire, motivate, and enable the team by setting clear expectations, providing direct feedback and supporting their individual development and career growth.
We'll put as
- .
Requirements: from "We’re Looking For Someone Who Has". List:
- 12+ years of customer-facing experience in customer success, account management, or sales with 3-5 years of people management experience
- Experience leading sales or account management in a high-growth technology environment
- Ability to hire, train, and coach a high-performing user-facing team
- Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
- Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
- Demonstrated passion for Stripe’s mission, and helping users succeed
We'll put as list.
Qualifications: from "Nice To Haves". List:
- Prior experience leading a customer success team
- Prior experience at a growth stage Internet/software company
- Payments or Billing experience
- Prior experience in customer success, enterprise account management, partnerships and/or business development
We'll put as list.
Skills: maybe we could extract from requirements? But we already have requirements and qualifications. Could we create a Skills section summarizing skills like "superior communication skills", "strategic advice", etc? Might be redundant. The instruction: prefer a few substantive sections over many thin ones. We could omit Skills if not distinct. But we need to include only when posting has real specific content for it. There's no explicit skills list separate from requirements. So we may omit Skills.
Benefits: list from "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."
We'll put as list.
Pay: paragraph: "The annual US base salary range for this role is $205,100 - $307,700. 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."
Schedule: from "In-office expectations". Paragraph: "Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible."
We should not include the motivational closing paragraphs about "We look forward to hearing from you..." etc. That's boilerplate? It's somewhat generic but still substantive? It's encouraging to apply. The instruction says remove application instructions. That includes "We look forward to hearing from you." and "Apply now". So we should omit those.
Now produce HTML.
We need to ensure no extra whitespace? It's fine.
Let's craft:
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, 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.
Our users are the heart of our business. Stripe’s Global Customer Success Team is responsible for managing our largest and most strategic relationships, such as Doordash, Lyft, and Shopify. In this manager role you’ll be responsible for a high-performing team of Customer Success Managers. You’ll lead and coach the team, helping them deliver on ambitious targets, roll up your sleeves to work directly with executives at existing enterprise Stripe customers and partner cross functionally to help users execute their business priorities. We are looking for a hands-on, visionary leader who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology Customer Success team, superior communication skills, and a track record for building trusted relationships with senior stakeholders and understanding unique customer needs.
Responsibilities
- Recruit, develop, and lead a team of Customer Success Managers supporting strategic, relationship-based accounts.
- Help drive an engagement model focused on building durable user relationships, increasing adoption, delivering value
- Develop both the vision and strategy for the team, driving progress toward customer health, renewal and growth metrics
- Be accountable for identifying risks and opportunities early, and helping the team build and work through mitigation plans.
- Coach, mentor, and guide the team in developing consultative customer success and sales skills
- Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
- Build strong operating rhythms for the team, including account planning, health reviews, renewal forecasting and business reviews.
- Inspire, motivate, and enable the team by setting clear expectations, providing direct feedback and supporting their individual development and career growth.
Requirements
- 12+ years of customer-facing experience in customer success, account management, or sales with 3-5 years of people management experience
- Experience leading sales or account management in a high-growth technology environment
- Ability to hire, train, and coach a high-performing user-facing team
- Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
- Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
- Demonstrated passion for Stripe’s mission, and helping users succeed
Qualifications
- Prior experience leading a customer success team
- Prior experience at a growth stage Internet/software company
- Payments or Billing experience
- Prior experience in customer success, enterprise account management, partnerships and/or business development
Benefits
- Equity
- Company bonus or sales commissions/bonuses
- 401(k) plan
- Medical
- .
Requirements: from "We’re Looking For Someone Who Has". List:
- 12+ years of customer-facing experience in customer success, account management, or sales with 3-5 years of people management experience
- Experience leading sales or account management in a high-growth technology environment
- Ability to hire, train, and coach a high-performing user-facing team
- Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships
- Ability to operate in a high-growth environment and work through ambiguity to solve complex customer and business problems
- Demonstrated passion for Stripe’s mission, and helping users succeed
We'll put as list.
Qualifications: from "Nice To Haves". List:
- Prior experience leading a customer success team
- Prior experience at a growth stage Internet/software company
- Payments or Billing experience
- Prior experience in customer success, enterprise account management, partnerships and/or business development
We'll put as list.
Skills: maybe we could extract from requirements? But we already have requirements and qualifications. Could we create a Skills section summarizing skills like "superior communication skills", "strategic advice", etc? Might be redundant. The instruction: prefer a few substantive sections over many thin ones. We could omit Skills if not distinct. But we need to include only when posting has real specific content for it. There's no explicit skills list separate from requirements. So we may omit Skills.
Benefits: list from "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."
We'll put as list.
Pay: paragraph: "The annual US base salary range for this role is $205,100 - $307,700. 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."
Schedule: from "In-office expectations". Paragraph: "Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible."
We should not include the motivational closing paragraphs about "We look forward to hearing from you..." etc. That's boilerplate? It's somewhat generic but still substantive? It's encouraging to apply. The instruction says remove application instructions. That includes "We look forward to hearing from you." and "Apply now". So we should omit those.
Now produce HTML.
We need to ensure no extra whitespace? It's fine.
Let's craft: