Head of Apac Customer Success Management

3 days ago

Singapore Stripe Full time

Head of APAC Customer Success Management

**Who we are**
**About Stripe**

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world's largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

**About the team**

The Customer Success team's mission is to ensure Stripe's most strategic users get the maximum value from their Stripe investments. Few roles provide such a direct impact on the growth of the company and this team manages our most strategic users in APAC. In this leadership role you'll be responsible for a high-performing team of Customer Success Managers across APAC. You'll be responsible for managing our regional net retention targets with an eye towards supporting the activation and realization of Stripe users and identifying new Stripe capabilities our users can leverage. You'll lead and coach the team, helping them deliver on ambitious goals, as well as roll up your sleeves to work directly with executives at existing large Stripe customers. You'll help us set and evolve our Customer Success strategy across the region collaborating with local GTM leadership and the broader global team.

**What you'll do**

**Responsibilities**
- Recruit, train, and lead a team of Customer Success Managers while also developing a leadership bench
- Develop both the long-term vision and strategy for the team that is well aligned with our regional needs
- Be accountable for driving net retention, supporting activation and realization, identifying new expansion opportunities, and increasing user health
- Coach and guide the team in developing consultative and solution-based account skills.
- Drive a strong operational cadence for managing metrics, user performance, and overseeing internal churn risk mitigation and escalation forums
- Effectively work cross-functionally across the organization to shape Stripe's account team model to meet user needs
- Inspire, motivate and enable individual development to promote career growth of direct reports

**Who you are**

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

**Minimum requirements**
- 10+ years of customer success or account management experience
- 8+ years of people management experience
- Ability to hire, train and coach a high-performance team
- Ability to support the teams' efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships.
- Ability to clearly communicate technical concepts and build strong executive relationships with highly technical customers
- Experience working across the APAC region

**Preferred qualifications**
- Strong preference for experience in financial technology and payments

**Hybrid work at Stripe**
Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Job ID 5941594

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