Job Description

Join to apply for the Head of Platforms, Customer Success role at Stripe .

About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies from the worlds 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, giving every company the ability to monetize on the web.

About The Team The Platforms Customer Success team partners closely with Sales, Paid Support, Solutions Architecture, Product, and Payments Performance to deliver missioncritical growth and retention outcomes for Stripes largest customers. This highimpact team is responsible for growth, optimization, stakeholder engagement, and crossfunctional program delivery for a handful of highvalue enterprise merchants.

What youll do Were looking for a leader to scale Stripes Customer Success efforts for our managed platform customers. This leader will manage teams of CSMs focused on a portfolio of enterprise platform accounts, driving strategic account planning, product distribution, executive engagement, and payments optimization to maximize retention, expansion, and customer lifetime value. You will hire, mentor, and scale the team, codify playbooks for platform engagement, and embed repeatable processes that balance bespoke customer needs with operational rigor.

Responsibilities

• Lead and grow a team of platformfocused CSMs: hire, coach, set goals, run calibration and performance reviews, and develop playbooks and operating rhythms for a highperforming strategic CSM organization.
• Own strategic account planning and executive engagement for top platforms in the portfolio: define multiquarter account roadmaps, support executive business reviews, and ensure broad sponsorship.
• Set clear goals focused on product distribution that tie directly to business impact. Measure and report on performance metrics at an executive level.
• Build and scale programmatic account management processes: implement repeatable adoption, churnrisk, optimization, and renewal playbooks that balance scalability with bespoke engagement for strategic accounts.
• Coordinate crossfunctional delivery and escalation management in support of annual growth initiatives.
• Own account health, volume forecasting, and growth goals; align Stripe and customer leadership on success metrics.

Who you are

Were 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

• 15+ years in customerfacing roles with at least 8+ years leading Customer Success, Account Management, or related teams.
• Independent, energetic leader with a proven track record of driving organizational change across crossfunctional stakeholders and wholeteam environments to deliver strong outcomes.
• Strong programmatic and strategic skills: account planning, project management, stakeholder mapping, and executive engagement.
• Excellent written and oral communicator with experience presenting to Clevel stakeholders and influencing internal roadmaps.
• Bachelors degree or equivalent practical experience.

Preferred Qualifications

• Experience in commerce platforms, payments, or fintech; familiarity with Stripe products is a plus.
• Experience with CRM/CSM tooling and data platforms (Salesforce, Gainsight, Looker or other BI tools).
• Prior experience in a highgrowth, matrixed organization.

Hybrid work at Stripe

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

Officeassigned Stripe employees are expected to spend at least 50% of the time in a local office or with users.

A remote location is defined as being 35 miles (56 km) or more from one of our offices. Remote employees are encouraged to work locally and are not expected to travel for all meetings unless necessary.

Pay and benefits

The annual US base salary range for this role is $332,400 $498,600. Additional benefits may include equity, company bonus or sales commissions/bonuses, a 401(k) plan, medical, dental, and vision benefits, and wellness stipends.

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