Head of Platforms, Customer Success

Who you are

You have a strong background in customer success, with at least 5 years of experience in a leadership role, ideally within the fintech or payments industry. Your expertise in managing teams of Customer Success Managers (CSMs) has equipped you with the skills to drive strategic account planning and optimize customer engagement. You are adept at building relationships with C-level stakeholders and influencing internal roadmaps to align with customer needs. Your experience with CRM and CSM tooling, such as Salesforce and Gainsight, allows you to leverage data effectively to enhance customer satisfaction and retention.

You thrive in high-growth, matrixed organizations and understand the complexities of managing enterprise accounts. Your ability to mentor and coach team members is complemented by your strategic mindset, enabling you to set clear goals and drive performance. You are passionate about creating repeatable processes that balance bespoke customer needs with operational rigor, ensuring that your team delivers exceptional service to high-value clients.

Desirable

Familiarity with Stripe products is a plus, as is experience in commerce platforms or payments. You have a proven track record of scaling customer success efforts and are comfortable navigating the challenges that come with managing a diverse portfolio of enterprise accounts.

What you'll do

In this role, you will lead and grow a team of platform-focused Customer Success Managers, hiring and coaching them to achieve their goals. You will be responsible for driving strategic account planning and product distribution, ensuring that your team maximizes retention, expansion, and customer lifetime value. Your leadership will be crucial in codifying playbooks for platform engagement and embedding repeatable processes that enhance operational efficiency.

You will collaborate closely with Sales, Paid Support, Solutions Architecture, Product, and Payments Performance teams to deliver mission-critical growth and retention outcomes for Stripe’s largest customers. Your ability to engage with stakeholders at all levels will be essential as you influence internal roadmaps and drive initiatives that align with customer objectives.

You will also focus on optimizing payments for your managed platform customers, leveraging your expertise to identify opportunities for improvement and growth. Your strategic mindset will enable you to balance bespoke customer needs with the operational rigor required to scale effectively.

What we offer

At Stripe, you will have the opportunity to make a significant impact on the global economy by helping businesses succeed with our financial infrastructure platform. We offer a competitive salary and benefits package, along with a dynamic work environment that encourages collaboration and innovation. You will be part of a high-impact team that is dedicated to delivering exceptional service to our enterprise clients, and you will have the chance to grow your career in a fast-paced, supportive environment. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.