# Customer Success Manager

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** London, United Kingdom
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, Payments, Commerce, Stripe Products, Business Reviews, Account Planning, Executive Presentations, Technical Account Management, Sales, Project Management, Data Analysis
**Posted:** 2026-08-06

> Owns post-sale engagement, retention, and growth for complex customers while serving as a trusted payments and commerce advisor. The role requires 8+ years in client-facing relationship management, strong executive communication, analytical rigor, and experience with technical products and complex programs.

## Job Description

## Responsibilities

- Lead post-sale engagement, retention, and growth for customers, partnering closely with the Account Executive.
- Support account expansion by identifying opportunities, driving business outcomes, and ensuring customer success with the account team.
- Build and foster relationships with senior executives across business, product, engineering, finance, and IT.
- Evangelize customer success stories, systems, and processes.
- Articulate and drive customer use cases, customer value, and expansion while maintaining trusted-advisor status.
- Advise customers on payments and commerce, including the use and benefits of products and industry practices.
- Conduct business reviews covering priorities, product roadmap, service satisfaction, usage insights, issues, optimization guidance, and expansion opportunities.
- Advocate for customers internally and share feedback with Product Management, Engineering, Support, Marketing, and Sales.
- Drive account health, including payments performance, cost optimization, product adoption, usage velocity, renewals, growth, referrals, and customer satisfaction.

## Requirements

- 8+ years of experience in a client-facing role, ideally customer success, managing relationships with large, global, and complex organizations, preferably with a technical product.
- Strong analytical skills and operating rigor.
- Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
- Experience as a consultant, in pre-sales, technical account management, or an equivalent role.
- Experience building comprehensive account plans.
- Proven track record of achieving targets and goals, preferably in a sales setting.
- Experience managing large, complex projects and/or programs.
- Experience handling difficult customers or situations and demonstrating resolutions.
- Ability to work within a team environment with sales and services peers.
- Ability to navigate data and people to find answers.
- Strong understanding of business and products, with the ability to research and work independently.

## Nice-to-haves

- Sophisticated business sense and understanding of the underlying drivers and strategy of customers’ businesses.
- Experience leading technical conversations and persuading others to act based on requirements and solution value.
- Willingness to tackle things independently.
- Ability to work effectively with a wide range of internal and external stakeholders.
- Motivation and flexibility to work in a fast-changing, high-growth environment.

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