Customer Success Manager, Enterprise

Responsibilities

• Support post-sales engagements focused on the optimization, retention, and growth of Stripe's 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 manage customers by delivering payment performance and industry insights.
• Perform business reviews to align on user priorities, review payments performance metrics, share company product roadmap and provide guidance on how to optimize the value from the company.
• Advocate for the customer to internal stakeholders.
• Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the company user experience.
• In coordination with an account team, support book expansion, identify and surface opportunities to ensure customers are successful.

Minimum requirements

Must have a Bachelor's degree or foreign equivalent in Engineering, Computer Science, Business Administration, Management, or a related field, plus four (4) years of experience in enterprise customer success or strategic account management.

Must also have four (4) years of experience in each of the following

• Supporting expansion of complex accounts, including identifying opportunities, driving business outcomes;
• Building and fostering relationships with senior executives in business, product and finance in partnership with the Account Executive and team;
• Working with the account team to perform annual business reviews to align on business priorities, payments performance, optimization opportunities, product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize value, and identify product expansion opportunities;
• Driving overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction;
• SaaS; and
• Finance, consulting, and account management.

Salary

$113,672 - $144,750/yr

This salary range represents the base salary range for the role and any sales commissions/sales bonuses targets, if applicable, would be in addition to the base salary.

40 hrs/week

50% Telecommuting permitted

Multiple Positions Available.

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. IL60