Customer Success Manager, Platforms
Stripe Open · verified Sep 29, 2026 At a glance
Mid-level Customer Success role at Stripe. Chicago.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Manage Platform customers by tracking account health, adoption, usage, renewals, growth, referrals, and satisfaction
- Run workshops, business reviews, and payments analysis that help customers improve performance and product value
- Work with account executives and technical account managers on post-sale optimization, retention, and expansion
- Bring customer feedback to Product, Engineering, Support, Marketing, and Sales to improve the user experience
- Spot expansion opportunities with the account team and help customers achieve successful outcomes
What you bring
- At least ten years in enterprise relationship management with large, global, complex organizations
- At least three years working with consumption-based SaaS products rather than license- or seat-based software
- Marketplace or SaaS platform experience, plus the ability to lead technical discussions and influence action
- Strong commercial judgment, analytical ability, and understanding of customers’ business drivers and strategy
Who this fits
You’ll suit a senior, customer-facing role centered on technical products, payments insight, account health, and expansion. The work calls for someone comfortable advising complex enterprise organizations and coordinating with sales, technical account management, and operational teams. The role is based in Chicago.
From the employer
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
Stripe’s Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.
What you’ll do
We are looking for a motivated and curious professional to manage a book of Platform customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.
The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.
Responsibilities
- Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe’s platform customers
- Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
- Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
- Perform business reviews to align on user priorities, review payments performance metrics, share Stripe product roadmap and provide guidance on how to optimize the value from Stripe
- Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience
- In coordination with an account team, support book expansion--identifying and surfacing opportunities to ensure customers are successful.
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 a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
- Marketplace and/or SaaS Platform experience
- 3+ years of experience with consumption-based SaaS products (not license/seat)
- Strong business sense and understanding of underlying drivers and strategy of our user’s businesses
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
- Strong analytical skills
Preferred requirements
- Deep expertise in FinTech
- Experience in embedded payments
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