Senior Program Manager, Customer Success

Summary

Join Stripe's Customer Success team as a Program Manager and design the strategy and execution of a program focused on enhancing the experience of Stripe's largest users. You will deeply partner across the company to drive a consistent engagement model, increasing user satisfaction and growth. This pivotal role involves program design, cross-functional collaboration, execution, and tracking success metrics. You will create clarity in ambiguous situations, solve complex problems, and work closely with cross-functional teams from Marketing and Finance to Sales. The program aims to ensure these users recognize value from Stripe, fostering retention and growth of these key relationships. This role requires a strong track record of delivering global transformational programs and excellent communication skills.

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

Responsibilities

• Develop the long-term vision and strategy for the Program that is aligned with our GTM customer journey
• Partner with Communications and GTM to support the necessary change management to ensure new program elements are widely shared and adopted
• 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
• 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
• Drive GTM execution on certain key engagements, including running strategic account reviews, account planning, and more
• 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

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