- Location
- Chicago, US · US
- Department
- Sales
Description
Who we are
About Stripe
Stripe 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
The Customer Success team oversees the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few teams provide such a direct impact on the growth of the company.
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.
This is a true ‘Business Partner’ role; you will serve as a trusted thought partner to Customer Success leadership—combining strategic insight, operational rigor, and hands-on execution. You will help translate CS priorities into actionable plans, drive cross-functional initiatives, and build the operating mechanisms that enable teams to make better decisions, execute consistently, and scale effectively.
If you enjoy moving between strategic problem-solving and hands-on execution—and bring a roll-up-your-sleeves mindset—this role is for you.
What you’ll do
The near-term focus of this role is on evolving and scaling the foundations of the Customer Success business. This includes strengthening operating models, processes, business cadences, systems, and reporting infrastructure to support a growing and increasingly specialized organization. As a key business partner, you’ll measure and analyze performance, develop forecasts and dashboards, and lead data-informed process improvements that help the CS team operate more efficiently and deliver greater customer impact.
Responsibilities
- 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
Who you are
We'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 requirements
- 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
Preferred qualifications
- Experience working with Go-to-Market teams including Customer Success
- Proficient in SQL