Customer Success Manager, Metronome

Responsibilities

• Lead post-sale engagement, retention, and growth for customers, partnering closely with Account teams.
• 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 Stripe customer success stories, systems, and processes.
• Articulate and drive customer use cases, customer value, and expansion while maintaining trusted-advisor status.
• Serve as a trusted payments, billing, tax, and invoicing advisor; educate customers on product use, benefits, and industry practices.
• Conduct business reviews covering priorities, payments performance, optimization opportunities, product roadmap, services satisfaction, usage insights, issues, value optimization, and product 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

• 6+ years of experience in a client-facing role, ideally customer success, managing relationships with large, global, and complex organizations.
• Experience working with a technical product.
• Payments and/or fintech experience.
• Experience with consumption-based SaaS products.
• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
• A history of success as a consultant, pre-sales professional, technical account manager, or equivalent.

Nice-to-haves

• Experience with modern SaaS billing and invoicing systems.
• Experience with billing solutions.
• Sophisticated business sense and understanding of customers’ business drivers and strategy.