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You will define operating models for new Customer Success specialisms, design AI‑enabled workflows, and build automated reports and dashboards. You’ll also manage CSM territories, set and track OKRs, and prepare materials for QBRs and leadership meetings.
7+ years in strategic or operational roles at high‑growth tech firms or consulting, strong comfort with ambiguity, cross‑functional senior stakeholder experience, and technical proficiency with AI tools (SQL a plus). Strong analytical rigor and the ability to translate business needs into technical solutions are required.
The role strengthens the foundation of Stripe’s Customer Success organization, enabling the team to scale efficiently, improve retention and expansion, and directly drive the company’s growth objectives.
A data‑driven problem‑solver who thrives on both strategic planning and hands‑on execution, enjoys partnering with senior leaders, and is comfortable rolling up their sleeves to build and operationalize solutions.
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.
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.
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.
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.
Stripe
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