Head of Platforms, Customer Success

Who we are

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 and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyones reach while doing the most important work of your career.

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 platform-focused CSMs: hire coach set goals run calibration and performance reviews and develop playbooks and operating rhythms for a high-performing 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 churn-risk 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 customer-facing 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 cross-functional stakeholders and whole-team 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.

Required Experience:

Director