Remote in North America only

Full time

Customer Success

Head of Customer Success, Corporate Technology

Remote in North America only

Full time

Customer Success

Enabling fellow Stripes on the front lines of Corporate Technology, powering the tooling, services and infrastructure needed to enable our scale to increase the GDP of the internet.

At Stripe, managers grow teams and inspire them to do their best work. We’re looking for a seasoned leader to take our Corporate Technology Customer Success organization to the next level. This is a strategic role that will continually assess the needs of our fellow Stripes, driving efficiencies and services that improve productivity. The ideal candidate must be an effective change agent, working with senior leadership to balance customer obsession, speed, cost, and risk to ensure the business is able to realize its objectives. The Head of Customer Success has the responsibility for creating and maintaining a global team, creating a culture of partnership, and leveraging data to continuously improve our team, all while staying aligned with other leaders in Corporate Technology. If you are a candidate who has the ability to cultivate relationships, enjoy being on the customer front lines, and presenting customer needs throughout the organization, then you may be the ideal person for this position.

You will:

  • Build a Customer Success organization that provides an outstanding support experience for all fellow Stripes across a wide range of technology, business functions, global offices, and customer needs
  • Develop and deliver innovative self-service support strategies that empower and reduce friction for our fellow Stripes
  • Play a customer advocacy role by identifying product enhancements through customer interaction Establish and build relationships with cross-functional partners to enable a go-to-market strategy for internal technology, including driving the adoption and learnings from new product alphas and betas
  • Develop and regularly report on customer success KPIs that measure performance, system adoption, and employee technology satisfaction
  • Oversee the global customer success budget and headcount, optimizing spend for value and savings
  • Develop and implement a seamless, frictionless, onboarding experience
  • Set clear goals and directions, and provide regular feedback on team members’ performance
  • Develop collaborative relationships across the entire organization
  • Understand what makes teams successful and what role a leader should play in that process

Our ideal candidate will have:

  • 10+ years of relevant experience leading a large IT or Corporate Technology organization, including building group strategies to support a global, growing customer base
  • Prior experience building a scaled operating model with people, tools, systems and processes improvements to drive efficiency and effectiveness across the customer lifecycle
  • Prior experience setting a firm strategy and plan to outline the large-scale strategic initiatives with a critical focus on recurring revenue metrics to measure and monitor the success of the customer success team
  • Prior experience delivering technical solutions in high growth environments
  • A healthy skepticism for the status quo and an unwillingness to settle
  • Experience being a catalyst for positive change in a global organization
  • Experience and comfort interacting with executives and senior leaders
  • Experience managing and evaluating global, multi-location outsourced vendor services
  • Experience empowering the team and leading with empathy and integrity

You should include these in your application: 

  • Your resume and/or LinkedIn profile
  • A 1-2 paragraph summary of your favorite project from any of your work or personal experiences

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

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