Customer Success Program Manager

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 TeamThe Customer Success team’s mission is to ensure Stripe's most strategic users get the maximum value from their Stripe investments. This team manages our largest users, and few roles provide such a direct impact on the growth of the company. In this Program Manager role you’ll be responsible for designing the strategy and driving the execution of a program which aims to create a differentiated experience and engagement for Stripe’s largest users. You’ll deeply partner across the company to drive a consistent, programmatic engagement model for our largest users, to increase their satisfaction and growth on Stripe. You’ll lead all aspects of the program, from the program design, cross-functional collaboration, execution, and tracking success metrics against goals.What you’ll doThis role will support the Go-To-Marketing (GTM) organization in delivering a differentiated experience for Stripe’s largest users. We’re striving to elevate every aspect of how these users are engaged from events to executive briefings to QBRs and other insights. You’ll ensure Stripe shows up in an elevated and consistent way in every experience. You will support the strategy and run programs that are effective, well understood, and observable. Program goals include ensuring these users are getting and recognizing value from Stripe, and that Stripe is retaining and growing these relationships. In this role, you will create clarity when navigating ambiguity, and solve complex problems while operating in a high-growth environment. You will work closely with cross functional teams from Marketing and Finance to Sales, to execute all aspects of the program. The initiatives you support will be pivotal for large users at Stripe.ResponsibilitiesStrategy Execution: Support the long-term vision and strategy for programs that are aligned with our GTM customer journey. Drive GTM execution on identified key engagementsEnablement & Communications: Partner with Communications and GTM to support the necessary change management to ensure new program elements are widely shared and adoptedCross Functional alignment: Effectively work cross-functionally to shape the program to meet user needs and design an account engagement framework that intentionally maps all of the touchpoints our top users engage in with Stripe. Coordinate initiatives to align plans and timelinesExecutive engagement: Partner with the marketing team as needed to map an impactful executive engagement journeyMonitor Program Effectiveness: Create, execute, and analyze program effectiveness measures, making Program adjustments where needed. This will require building observability of key user and marketing activities, financial performance, and moreWho you areWe're looking for someone 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 Requirements4+ years of experience in program management, sales operations, process improvement, management consulting or a related discipline6+ years of experience building or supporting GTM programs, processes, or workflowsA strong track record of delivering global transformational, complex programs in a changing, ambiguous environment which have delivered quantifiable business impactAn ability to seamlessly transition from strategy, high level to very detailed, and a willingness to “roll up your sleeves”Excellent analytical, presentation, and communication experience, influencing across all levels. You set a high-bar in terms of communication effectivenessDeep problem solving and analysis experience (solving business problems - commercial, operational, financial) in a Sales-oriented environmentAbility to influence cross functional stakeholders to align and executive on common objectivesPreferred QualificationsYou demonstrate leadership qualities throughout your work – taking ownership of challenges, selflessly supporting your colleagues, and setting the standard for quality in your deliverablesYou have strong empathetic skills that allow you to deeply understand friction points, as well as the root causes that may be driving themComfort operating with incomplete data and adapting / re-prioritizing activities as business needs changeHybrid work at StripeThis role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).In-office expectationsOffice-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.Working remotely at StripeA remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.Pay and benefitsThe annual US base salary range for this role is $118,700 - $178,100. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.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.Hybrid work at StripeThis role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).In-office expectationsOffice-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.Working remotely at StripeA remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.