Manager, Customer Success Platforms

About the Role

We are seeking a Manager to lead a team of high-performing Customer Success Managers to build and grow relationships with our most complex users. You will be responsible for recruiting, developing, and leading a team that supports strategic, relationship-based accounts. This role involves driving an engagement model focused on building durable user relationships, increasing adoption, and delivering value. You will also develop the vision and strategy for the team, ensuring progress toward customer health, renewal, and growth metrics.

Responsibilities

• Recruit, develop, and lead a team of Customer Success Managers supporting strategic accounts.
• Help drive an engagement model focused on building durable user relationships, increasing adoption, and delivering value.
• Develop both the vision and strategy for the team, driving progress toward customer health, renewal, and growth metrics.
• Identify risks and opportunities early, and assist the team in building and executing mitigation plans.
• Coach, mentor, and guide the team in developing consultative customer success and sales skills.
• Work cross-functionally to shape Stripe’s solutions to meet client needs.
• Build strong operating rhythms, 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 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 Customer Success Managers through strategic advice on account strategies and serve as an executive sponsor for 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.

Nice to Haves

• 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.

In-Office Expectations

Office-assigned Stripes in most locations are expected to spend at least 50% of their time in a given month in their local office or with users. This expectation may vary depending on role, team, and location. Some teams have greater in-office attendance requirements, which the hiring manager will discuss.

Pay and Benefits

The annual US base salary range for this role is $225,700 - $338,500. For sales roles, this range includes both sales commissions/bonuses target and annual base salary. The range may be inclusive of several career levels and will be narrowed during the interview process based on experience, qualifications, and location. Additional benefits may include equity, company bonus or sales commissions/bonuses, 401(k) plan, medical/dental/vision benefits, and wellness stipends.