Customer Success Manager, Fraud & Disputes
Customer Success Manager specialized in Stripe's Radar fraud and disputes products. Drive adoption, mitigate risk, reduce fraud/dispute rates, and serve as domain expert partnering cross-functionally with merchants on payments health. Requires 5+ years enterprise experience including 2+ years in payments fraud/risk.
About the job
Responsibilities
- Monitor and mitigate risk by identifying churn signals, integration gaps, and potential Card Brand Monitoring Program (CBMP) risks to proactively initiate optimization conversations.
- Drive value and adoption by educating users on fraud and disputes products, driving adoption of high-value features, and identifying upsell opportunities.
- Partner cross-functionally with account executives, technical account managers, ProServ, AEPs, Product, Support, and Data Science to support trials, conversions, and joint enablement.
- Act as the voice of the customer by routing product feedback, representing user needs in roadmap discussions, and flagging systemic integration issues.
- Provide operational leadership by owning reporting and performance metrics, leading internal training, and participating in key customer business reviews (QBRs/EBCs).
Requirements
- 5+ years of enterprise relationship management or consulting, with 2+ years embedded in payments fraud, risk management, or disputes at a payments company, bank, or fintech.
- Proven experience with fraud prevention, chargeback management, and risk operations, including familiarity with fraud patterns, friendly fraud, first-party misuse, and dispute representment.
- Hands-on experience with machine learning-based fraud tools, rule-based fraud engines, or dispute management platforms.
- Experience presenting fraud and risk performance data to and influencing senior stakeholders across risk, finance, and operations functions.
- Ability to manage a complex book of business, balancing multiple merchant fraud investigations, dispute escalations, and performance reviews simultaneously.
- Ability to navigate data and people to find answers, including interpreting fraud dashboards, dispute analytics, and authorization rate metrics.
Preferred Qualifications
- Deep fraud and payments risk domain expertise with strong cross-functional instincts.
- Familiarity with Stripe Radar is a strong plus.
Skills
Fraud Prevention, Chargeback Management, Risk Operations, Dispute Representment, Machine Learning Fraud Tools, Rule-Based Fraud Engines, Stripe Radar, Payments Risk, Fraud Analytics, Dashboard Interpretation, Stakeholder Presentation, Enterprise Relationship Management
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