Program Manager, Customer Advocacy & Programs
Stripe · US-ATL, US-CHI, US-Remote · 1340 Customer Success Management · listed September 17, 2026
The shape of it
Seniority
Manager
Experience asked
5+ years
Where
Remote
Requirements listed
10
Length
746 words
In the posting’s own words
You’ll join our Customer Advocacy and Programs team, a small, high-impact team inside Customer Success, that amplifies the voice of the customer and turns feedback into measurable change. We synthesize customer input across touchpoints to surface the highest‑value opportunities, then partner with Product, GTM, Support, and Operations to turn those opportunities into strategy, deliverables, and lasting improvements. Our mission is to ensure Stripe’s most strategic customers get maximum value from their Stripe investments.
What it asks for · 10
- 5+ years of experience in program management, business operations, strategy and operations, consulting, or a related discipline.
- A track record of leading complex, cross-functional programs from an ambiguous starting point through implementation, adoption, and measurable outcomes.
- Strong structured problem-solving skills, with the ability to diagnose problems, synthesize varied inputs, evaluate trade-offs, and develop practical recommendations.
- Demonstrated ability to move between strategy and detailed execution and a willingness to personally drive the work required to deliver results.
- Excellent written and verbal communication skills, with the ability to create clarity for audiences ranging from frontline teams to senior leaders.
- Strong stakeholder management and influencing skills, including experience aligning teams with different incentives, perspectives, or priorities.
- Sound judgment and prioritization skills, particularly when operating with incomplete information or changing business needs.
- A user-oriented approach and the ability to incorporate customer and frontline perspectives into program design and decision making.
- High adaptability and comfort developing expertise quickly across unfamiliar or evolving problem areas.
- High degree of comfort with AI tools.
Also a plus
- Experience working with go-to-market or other customer-facing organizations.
- Experience leading organizational change and driving adoption of new programs, tools, or ways of working.
- Experience using data and qualitative research to assess problems, prioritize opportunities, and measure program effectiveness.
- Experience partnering with technical teams to deliver tools, automation, or workflow improvements.
- Comfort using AI tools to accelerate research, analysis, communication, or program delivery.
- Prior experience in a high-growth technology, financial services, or payments environment.
What the job covers
- Lead strategic programs end to end: Own a portfolio of high-priority initiatives from problem definition and strategy through planning, execution, launch, and measurement.
- Turn ambiguity into action: Diagnose complex or loosely defined problems, identify their underlying causes, and translate them into clear objectives, scope, decisions, and workplans.
- Drive cross-functional execution: Align stakeholders around shared outcomes, clarify roles and decision rights, manage dependencies and risks, and maintain momentum across teams with different priorities.
- Represent users and frontline teams: Gather and synthesize qualitative and quantitative insights to understand user needs, frontline friction, and opportunities to improve the customer experience.
- Establish measures of success: Define meaningful program outcomes and leading indicators, build feedback loops, and use evidence to determine what to expand, improve, or stop.
- Communicate with clarity: Produce concise recommendations, decision documents, and leadership updates that surface the most important insights, trade-offs, risks, and actions.
Degree language
- High degree of comfort with AI tools.
Tools and skills named
Go to market
- Customer success3×
- Go-to-market2×
Operations & finance
- Program management2×
- Stakeholder management
Ways of working
- Cross-functional3×
Words the posting leans on
- programs13×
- customer11×
- experience8×
- problems7×
- frontline5×
- strategy5×
- users5×
- decision4×
- execution4×
- operations4×
- priorities4×
- requirements4×
- skills4×
- tools4×
- adoption3×
- business3×
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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