# Customer Success Manager

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** London, United Kingdom
**Role:** Customer Success
**Experience:** 7+ years
**Skills:** Payments, Enterprise Relationship Management, Technical Account Management, Customer Success, Product Adoption, Account Renewals, Business Reviews, Data Analysis, Problem Solving, Executive Presentations
**Posted:** 2026-09-03

> Manages enterprise customer relationships, driving adoption, retention, renewals, and growth through payments insights, business reviews, and cross-functional advocacy. Requires 7+ years in client-facing enterprise relationship management and the ability to lead technical conversations.

## Job Description

## Responsibilities
- Partner with account executives and technical account managers on post-sale engagements focused on optimizing, retaining, and growing enterprise customers.
- Manage a portfolio of customers and drive account health, including performance, product adoption, usage velocity, renewals, growth, referrals, and customer satisfaction.
- Advise customers on payments and products by delivering payment-performance and industry insights.
- Conduct business reviews covering customer priorities, payment metrics, the product roadmap, and opportunities to maximize product value.
- Advocate for customer needs with Product Management, Engineering, Support, Marketing, and Sales.
- Support account expansion by identifying and surfacing opportunities that contribute to customer success.

## Requirements
- 7+ years of experience in a client-facing role, ideally enterprise relationship management with large, global, and complex organizations.
- Experience working with technical products, preferably in payments.
- Strong business acumen and understanding of customers' business drivers and strategies.
- Experience leading technical conversations and persuading stakeholders to act based on requirements and solution value.
- Strong problem-solving skills.

## Nice-to-haves
- Excellent organizational, time-management, and operating-rigor skills.
- Strong executive presence and presentation skills, including in-person meetings with multiple stakeholders.
- Experience as a consultant, pre-sales professional, technical account manager, or equivalent.
- Track record of achieving targets and goals, preferably in a sales setting.
- Experience managing large, complex projects or programs.
- Experience handling difficult customers or situations and driving resolutions.
- Ability to navigate data and people to find answers.

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