Customer Success Manager, Fraud & Disputes

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

The CSM for Fraud & Disputes is a specialized scaled coverage role serving the Global CSM Team. You will work across account executives, technical account managers, ProServ, and AEPs to drive Radar adoption and deliver measurable improvements in fraud rates, dispute rates, and overall payments health. You will be the domain expert and operational backbone for Stripe’s fraud and disputes product suite (examples: Radar Standard, Radar for Fraud Teams (RFFT), Disputes, Adaptive 3DS, Smart Refunds, Radar for Multiprocessor, and Radar for Platforms, working across partners in Product, ProServ, Support, and Data Science.

The ideal candidate combines deep fraud and payments risk domain expertise with strong cross-functional instincts.

Responsibilities

Monitor and Mitigate Risk: Identify churn signals, integration gaps, and potential Card Brand Monitoring Program (CBMP) risks to proactively initiate optimization conversations.
Drive Value and Adoption: Educate users on fraud and disputes products, drive adoption of high-value features, and identify upsell opportunities
Cross-Functional Partnership: Collaborate with cross functional teams to support trials, conversions, and joint enablement.
Voice of the Customer: Act as the internal advocate by routing product feedback, representing user needs in roadmap discussions, and flagging systemic integration issues.
Operational Leadership: Own reporting and performance metrics, lead internal training, and participate in key customer business reviews (QBRs/EBCs)

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

5+ years of enterprise relationship management or consulting, with 2+ years embedded in payments fraud, risk management, or disputes at a payments company, bank, or fintech
Domain Expertise: Proven experience with fraud prevention, chargeback management, and risk operations, including familiarity with fraud patterns, friendly fraud, first-party misuse, and dispute representment
Product Fluency: Hands-on experience with machine learning-based fraud tools, rule-based fraud engines, or dispute management platforms; familiarity with Stripe Radar is a strong plus
Executive Presence: Experience presenting fraud and risk performance data to and influencing senior stakeholders across risk, finance, and operations functions
Operational Rigor: Ability to manage a complex book of business, balancing multiple merchant fraud investigations, dispute escalations, and performance reviews simultaneously
Ability to navigate data and people to find answers, including interpreting fraud dashboards, dispute analytics, and authorization rate metrics

Preferred qualifications

Deep fraud and payments risk domain expertise with strong cross-functional instincts.

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

The annual US base salary range for this role is $165,000 - $247,600. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office locations

Chicago, or Atlanta

Team

Customer Success

Job type

Full time

Apply for this role

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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