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Customer Success Manager
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We are seeking a highly skilled Customer Success Manager to join our team at Stripe Payments Singapore Pte. Ltd. As a Customer Success Manager, you will be responsible for the complete post-sales lifecycle of our customers, ensuring they derive maximum value from our services and achieve project success, retention, and renewal.
Key Responsibilities- Lead the post-sale engagement, retention, and growth of your customers, working closely with the Account Executive.
- Support expansion of your accounts, identifying opportunities, driving business outcomes, and ensuring customers are successful in partnership with the account team.
- Build and foster relationships with senior executives in business, product, engineering, finance, and IT, in partnership with the Account Executive and team.
- Evangelize Stripe customer success stories and customer success systems and processes.
- Articulate and drive customer use cases, customer value, and expansion while maintaining trusted customer advisor status.
- Serve as a trusted payments and commerce advisor to the customer, educating them on the use and benefits of our products and our industry.
- Aligned with the account team, perform quarterly business reviews to align on business priorities, payments performance, optimization opportunities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunities.
- Advocate for the customer to internal stakeholders, sharing customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience.
- Drive overall account health, including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.
We're looking for someone with 5+ years of experience in a client-facing role, ideally in customer success, managing relationships with large, global, and complex organizations across Greater China. Mandarin speaking ability is required, as you'll be engaging with some of our most complex China-based merchants. You should have a sophisticated business sense and understanding of underlying drivers and strategy of our user's businesses.
You should be able to lead technical conversations and persuade others to take action based on requirements and value provided by solutions. Strong analytical skills and operating rigor are essential, as well as strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
A proven track record of achieving targets and goals, preferably in a sales setting, is required. You should also have experience managing complex projects and/or programs, and have handled difficult customers or situations and can demonstrate resolutions.
We're looking for someone who is willing to tackle things on their own and work well within a team environment with sales and services peers. Ability to navigate data and people to find answers and a capability to work well with a wide range of people, both internally and externally, are essential.
The motivation and flexibility to work well in a high-growth environment where things change quickly are also required.
