Customer Success Enablement Business Partner

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.

Go-to-Market Enablement develops the capabilities that help Stripe’s customer-facing teams deliver greater value to users. We align expectations for role excellence, build practical learning experiences, and equip managers to reinforce new skills and behaviors.

Stripe’s Customer Success Managers are ongoing partners to some of our largest users after they begin using Stripe. They help users understand the health of their business on Stripe, address challenges, and identify opportunities to get more value from our products. Through regular business reviews and account engagement, they connect users’ priorities with how Stripe can support their business.

The Customer Success Enablement Business Partner will support these teams from onboarding through ongoing development, connecting global enablement programs with the priorities of Customer Success leaders, managers, and teams.

You’ll serve as the strategic enablement partner to Customer Success leadership, helping identify the skills, knowledge, and practices that Customer Success Managers need to support their users effectively. You’ll translate those needs into a focused enablement roadmap and work with global program owners, Customer Success Operations, and subject matter experts to deliver it.

You’ll bring an understanding of customer success work and combine strategic partnership with hands-on execution. That includes shaping role-specific learning offerings, equipping managers to reinforce skills, and using data and feedback to evaluate what’s working. You’ll also make clear tradeoffs about priorities, protect the team’s time, and connect stakeholders with the right expertise across enablement.

• Partner with Customer Success leadership to define and execute an enablement strategy aligned with business priorities, role expectations, and performance needs
• Shape onboarding and ongoing development for CSMs, building role-specific offerings and coordinating handoffs for ongoing administration and management
• Build the governance, roadmaps, and operating rhythms needed to prioritize requests, manage dependencies, and deliver complex programs with consistency
• Coordinate with Customer Success Operations, technical enablement, Product, and Marketing to prepare teams for evolving products, processes, tools, and user needs
• Maintain an enablement roadmap, manage cross-functional dependencies, and communicate priorities, progress, and tradeoffs to leaders and stakeholders
• Use conversation intelligence, learning and competency data, business indicators, and field feedback to identify needs and evaluate enablement effectiveness
• Lead learning sessions and equip managers to reinforce skills through practice, coaching, assessment, and feedback
  

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.

• 5+ years of experience in customer success, professional services, enablement, program management, or a related field supporting post-sales or customer-facing teams
• Working knowledge of the customer success role, demonstrated through direct experience or close partnership with customer success teams
• Experience leading complex, cross-functional programs, including setting priorities, managing dependencies, and coordinating execution
• Experience partnering with senior stakeholders, communicating recommendations and tradeoffs, and translating business needs into practical programs, resources, or guidance
• Experience using data and stakeholder feedback to identify performance needs, evaluate results, and improve programs or ways of working

• Experience designing or delivering onboarding, training, or ongoing enablement for customer-facing teams
• Experience supporting customer success teams serving large enterprise customers
• Experience building or improving an enablement program, service model, or governance framework
• Experience working across regions and time zones within a global, matrixed organization
• Familiarity with conversation intelligence, learning platforms, workflow automation, or applications of artificial intelligence in enablement