Customer Success Manager

Ciudad de México
Permanente
Tiempo completo

Hace 1 mes

Who we areAbout StripeStripe 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.About the team and what you'll doStripe's Customer Success Managers play a pivotal role in overseeing the entire post-sales lifecycle of Stripe users. Through your collaborative efforts, users will derive maximum value from their investments, ensuring project success, retention, and renewal. This role uniquely contributes to the company's growth, allowing you to become a trusted advisor to customers by deeply understanding their business needs and assisting them in maximizing the value they get from Stripe. As a natural relationship and business builder, you will thrive in this position.Responsibilities

Leading post-sale engagement, retention, and growth of customers in close collaboration with the Account Executive.

Supporting account expansion by identifying opportunities, driving business outcomes, and ensuring customers achieve success, working closely with the account team.

Cultivating relationships with senior executives in various departments, such as business, product, engineering, finance, and IT, in partnership with the Account Executive and team.

Evangelizing Stripe's customer success stories, as well as its systems and processes.

Articulating and driving customer use cases, value, and expansion while maintaining a trusted advisor status.

Serving as a knowledgeable payments and commerce advisor, educating customers on the benefits of our products and industry.

Conducting quarterly business reviews aligned with the account team to discuss business priorities, payments performance, optimization opportunities, Stripe's product roadmap, service satisfaction, usage patterns, and potential expansion opportunities.

Advocating for customers internally by sharing feedback and insights with Product Management, Engineering, Support, Marketing, and Sales to enhance the Stripe user experience.

Driving overall account health, including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.

Who you areWe're looking for someone who has fluency in Spanish and English 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.Minimum requirements

Bi-lingual fluency in Spanish and English

Strong executive presence and effective presentation skills, particularly for in-person meetings with multiple stakeholders

Proven track record of achieving targets and goals, with experience in a sales setting

Consistent track record of managing large, complex projects and/or programs

Successfully managed challenging customers or situations, providing tangible examples of conflict resolution skills

Proficient in navigating data and interpersonal relationships to effectively identify and deliver solutions

Preferred Qualifications:

10+ years of experience in a client-facing role, preferably in customer success, managing relationships with large, global, and complex organizations, with a focus on technical products

Demonstrated success as a consultant, pre-sales professional, technical account manager, or equivalent

Proven ability to collaborate effectively with diverse range of stakeholders, both internally and externally

Motivation and adaptability to thrive in a dynamic, high-growth environment where things change quickly

Possesses a sophisticated business sense and a keen understanding of the 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 analytical skills and operational rigor

Willingness and ability to independently tackle tasks

Ability to function effectively within a team environment, collaborating with sales and services peers

In-office expectationsOffice-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 and Bengaluru, India 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.Pay and benefitsStripe does not yet include pay ranges in job postings in every country. Stripe strongly values pay transparency and is working toward pay transparency globally.Office locationsMexico CityTeamCustomer SuccessJob typeFull time

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