Customer Success Managers in City of Westminster

Customer Success Managers (CSM) oversee the post‑sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.

Responsibilities

• Partner closely with account executives and technical account managers to support post‑sale engagements focused on the optimization, retention, and growth of enterprise customers.
• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.
• Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights.
• Perform business reviews to align on user priorities, review payments performance metrics, share the Stripe product roadmap, and provide guidance on how to optimize the value from Stripe.
• Advocate for the customer to internal stakeholders. Share customer feedback and insights with Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience.
• In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful.

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're looking for a motivated and curious professional to manage a book of enterprise customers. The CSM delivers proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.

Qualifications

• Ideal candidate is detail‑oriented and meticulous, and enjoys engaging customers to investigate issues and deliver insights.
• This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.
• 4+ years of experience in a client‑facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product.
• Strong business sense and understanding of underlying 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 problem‑solving skills, excellent operating rigor including organizational and time‑management skills.
• Strong executive presence and presentation skills, particularly for in‑person meetings with multiple stakeholders.
• History of success as a consultant, pre‑sales, technical account manager, or equivalent.
• Proven track record of achieving targets and goals, preferably in a sales setting.
• Track record of managing large, complex projects or programs.

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.

Compensation

The annual salary range for this role in the primary location is £75,300 - £112,900. This range may change if you are hired in another location. 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 specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.