Customer Success Manager, Revenue Suite

The shape of it

In the posting’s own words

You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe. This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multiple levels of the organization. You will be the user’s internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways that Stripe can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.

What it asks for · 5

• 6+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations, preferably working with a technical product
• Payments and/or fintech experience required
• Experience with consumption-based SaaS products
• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
• History of success as a consultant, pre-sales, technical account management, or equivalent

Also a plus

• Prior experience working with modern SaaS billing and invoicing systems
• Experience with billing solutions strongly preferred
• Sophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses

What the job covers

• Lead the RFA post-sale engagement, retention, and growth of your customers partnered closely with Account teams
• Support expansion of your accounts--identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team
• Build and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the Account Executive and team
• Evangelize Stripe customer success stories and customer success systems and processes
• Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status
• Serve as a trusted payments, billing, tax and invoicing advisor to the customer and educate them on the use and benefits of our products and our industry
• Aligned with the account team perform business reviews to align on business priorities, payments performance, optimization opportunities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunities
• 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 Stripe user experience
• Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction

Tools and skills named

Words the posting leans on

• customer14×
• product10×
• account8×
• business7×
• experience7×
• user6×
• payments5×
• customer success4×
• executive4×
• requirements4×
• value4×
• advisor3×
• billing3×
• drive3×
• expansion3×
• growth3×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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