Strategy & Operations Business Partner, Customer Success

The shape of it

In the posting’s own words

The Customer Success Strategy & Operations team sits at the center of how Customer Success operates at Stripe. This role shapes both the function’s day-to-day operating model—from leadership forums and territory and compensation design to the systems and cadences that enable execution—and its long-term direction. You will lead annual planning, OKR development, and engagement-model design to ensure CS is positioned to deliver for users and scale effectively.

What it asks for · 8

• 7+ years of work experience, with a significant portion in strategic / operational roles at high-growth tech companies or consulting.
• High comfort with ambiguity—you take an undefined operational problem, scope it, design a solution, and drive it to completion with minimal oversight.
• Experience with and holding a high bar across operational design, strategic planning, and reporting.
• You are comfortable working independently with minimal oversight while holding yourself accountable to deadlines.
• Experience working cross functionally with senior stakeholders. You're comfortable bringing an independent and opinionated perspective.
• Technical proficiency in AI tools in order to automate workflows as needed.
• Strong analytical rigor—you're comfortable owning data and metrics directly, running your own analyses, and pressure-testing assumptions without relying on a dedicated analytics partner
• Ability to manage technical resources and translate business needs into requirements

Also a plus

• Experience working with Go-to-Market teams including Customer Success
• Proficient in SQL

What the job covers

• Work cross-functionally to analyze and troubleshoot system challenges
• Define operating models for new Customer Success specialisms, including metrics, processes, and cross-functional ways of working
• Design and implement AI-enabled workflows that improve CSM efficiency, scalability, and customer impact
• Conduct analysis and investigation of system operations and workflow management
• Translate business needs into scalable technical solutions and lead their implementation from requirements through delivery
• Develop scalable, automated reports and dashboards that meet key business and leadership reporting requirement, and reduce manual effort and operational overhead
• Oversee the management of CSM territories
• Enhance business processes through data-driven decision-making
• Define and monitor annual and quarterly OKRs
• Prepare materials for QBRs and other leadership meetings

Tools and skills named

Words the posting leans on

• business8×
• customer success7×
• requirements7×
• design5×
• operational5×
• experience4×
• leadership4×
• operating4×
• partner4×
• strategic4×
• system4×
• comfortable3×
• drive3×
• lead3×
• meet3×
• processes3×

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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