Senior Program Manager, Customer Success

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. This team manages our largest users, and few roles provide such a direct impact on the growth of the company. In this Program Manager role you’ll be responsible for designing the strategy and driving the execution of a program which aims to create a differentiated experience and engagement for Stripe’s largest users. You’ll deeply partner across the company to drive a consistent, programmatic engagement model for our largest users, to increase their satisfaction and growth on Stripe. You’ll lead all aspects of the program, from the program design, cross-functional collaboration, execution, and tracking success metrics against goals.

What you’ll do

This role will support the Go-To-Marketing (GTM) organization in delivering a differentiated experience for Stripe’s largest users. We’re striving to elevate every aspect of how these users are engaged from events to executive briefings to QBRs and other insights. You’ll ensure Stripe shows up in an elevated and consistent way in every experience. You will design the strategy and run a program that is effective, well understood, and observable. The Program goals are to ensure these users are getting and recognizing value from Stripe, and that Stripe is retaining and growing these relationships. In this role, you will create clarity when navigating ambiguity, and solve complex problems while operating in a high-growth environment. You will work closely with cross functional teams from Marketing and Finance to Sales, to execute all aspects of the program. This Program will be the pivotal large user program at Stripe.

Responsibilities

• Vision & Strategy: Develop the long-term vision and strategy for the Program that is aligned with our GTM customer journey
• Enablement & Communications: Partner with Communications and GTM to support the necessary change management to ensure new program elements are widely shared and adopted
• Cross Functional alignment: Effectively work cross-functionally to shape the program to meet user needs and design an account engagement framework that intentionally maps all of the touchpoints our top users engage in with Stripe. Coordinate initiatives to align plans and timelines
• Executive engagement: Partner with the executive marketing team to map the executive buying committee at our top accounts and ensure an impactful executive engagement journey is defined as part of each account plan
• Execution: Drive GTM execution on certain key engagements, including running strategic account reviews, account planning, and more
• Monitor Program Effectiveness: Create, execute, and analyze Program effectiveness measures, making Program adjustments where needed. This will require building observability of key user and marketing activities, financial performance, and more

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 experience in program management, sales operations, process improvement, management consulting or a related discipline
• 8+ years of experience building or supporting GTM programs, processes, or workflows
• A strong track record of delivering global transformational, complex programs in a changing, ambiguous environment which have delivered quantifiable business impact
• An ability to seamlessly transition from strategy, high level to very detailed, and a willingness to “roll up your sleeves”
• Excellent analytical, presentation, and communication experience, influencing across all levels. You set a high-bar in terms of communication effectiveness
• Deep problem solving and analysis experience (solving business problems - commercial, operational, financial) in a Sales-oriented environment
• Ability to build strong executive relationships to create clarity and context around key decisions
• Ability to influence cross functional stakeholders to align and executive on common objectives

Preferred qualifications

• You demonstrate leadership qualities throughout your work – taking ownership of challenges, selflessly supporting your colleagues, and setting the standard for quality in your deliverables
• You have strong empathetic skills that allow you to deeply understand friction points, as well as the root causes that may be driving them
• Comfort operating with incomplete data and adapting / re-prioritizing activities as business needs change